Lenovo Group, the world's No 4 PC maker, is among the top 10 winners of the fifth annual rankings for Best Customer Service in China.
CCTV news anchor Chen Weihong is seen at the award ceremony for Best Customer Service in China 2009-2010 at the China World Hotel in Beijing on Friday, July 9, 2010.Winners of 13 award categories were announced Friday night at an award ceremony hosted by CCTV news anchor Chen Weihong at the China World Hotel in Beijing.The event, widely considered a benchmark in evaluating customer service in China, is co-organized by the China Information Industry Association (CIIA) and the China Association of Trade in Services (CATIS).
The organizing committee made 100 phone calls to each candidate's customer service call center, its callers posing as customers.
The winners were selected based on 30 indicators, including response time, standardization of basic service and ability to solve problems.
Industries generally scoring well were technology, which took more than 30 spots out of the lists of 80, and finance, which occupied 29 spots.
Lenovo Group and nine other companies claimed the top award, Best Customer Service in China 2009-2010, for providing exemplary customer service practices.
The nine other companies are: Credit Card Center of China Merchants Bank, China Mobile Communications Corporation Beijing Co Ltd, Joyo Amazon, China Mobile Communications Corporation Guangdong Co Ltd, Focus Technology Co Ltd, Harvest Fund Management Co Ltd, China World Hotel, Nissan (China) Investment Co Ltd and China AMC Co Ltd.
Liu Chuanzhi, chairman of Lenovo Group, also won a prize for outstanding leadership in customer service.
Other awards include: Best Customer Service Centers, Honorary Award for Outstanding Contribution to Customer Service, Best Outlets and Best Management Teams for Customer Service.
Those attending the awards ceremony included officials from the Ministry of Industry and Information Technology, Ministry of Commerce, State Information Center, United Nations Development Program, CATIS and CIIA. About 300 company representatives were also present.
CATIS is a national non-profit group established with the approval of the State Council, governed by the Ministry of Commerce and registered with the Ministry of Civil Affairs. Its aims are to abide by the development strategy of China service industries and trade in services, integrate resources and build a national platform for the coordination and promotion of trade in services; assist the government in formulating and improving the legislation system of trade in services; promote China service brands worldwide and enhance the international influence of China s services, according to its website.
The CIIA was established in 1990 and is a national non-profit organization that serves as a bridge for information exchanges between governments, enterprises and the public. It has 877 group members now, 50 percent of which are corporate members, says its website.
Here is a list of the award winners:
1. Best Customer Service 2009-2010
Lenovo Group
Credit Card Center of China Merchants Bank
China Mobile Communications Corporation Beijing Co Ltd
Joyo Amazon
China Mobile Communications Corporation Guangdong Co Ltd
Focus Technology Co Ltd
Harvest Fund Management Co Ltd
China World Hotel
Nissan (China) Investment Co Ltd
China AMC Co Ltd
2. Outstanding Leadership in Providing Customer Service 2009-2010
Liu Chuanzhi, chairman of Lenovo Group
3. Best Customer Service Centers 2009-2010
Schneider Electric (China) Investment Co Ltd
Beijing Kingsoft Security Software Co Ltd
Credit Card Center of Guangdong Development Bank
Perfect World Co Ltd
China Southern Fund Management Co Ltd
China Mobile Communications Corporation Beijing Co Ltd
Shanghai SMG-CJ Homeshopping Co Ltd
Dongguan Customer Service Center of China Mobile Communications Corporation Guangdong Co Ltd
Sunshine Insurance Group Co Ltd
Koyoo Online Service Co Ltd
4. Honorary Award for Outstanding Contribution to Customer Service 2009-2010
Ren Hailong, president of e-banking, China Minsheng Banking Co Ltd
Liu Yaogen, deputy general manager, China Mobile Communications Corporation Guangdong Co Ltd
Wang Bin, president and CEO, Beyondsoft (Beijing) Co Ltd
Liu Peng, assistant general manager, Credit Card Center, China Merchants Bank
Song Jianming, chairman and general manager, Value Communication Services (Shanghai) Inc
5. Best Outlets 2009-2010
China Mobile Communications Corporation Beijing Co Ltd
Huizhou subsidiary of China Mobile Communications Corporation Guangdong Co Ltd
6. Best Management Teams for Customer Service 2009-2010
Management team for customer service, Credit Card Center, China Merchants Bank
Giant Interactive Group Inc
China AMC Co Ltd
Customer Service Center, Bank Card Center, Bank of China
Customer Service, China Mobile Communications Corporation Guangdong Co Ltd
Sunshine Insurance Group Co Ltd
Quality guarantee unit, China Mobile Communications Corporation Beijing Co Ltd
Southern Fund Management Co Ltd
China Unicom (Guangdong) Co Ltd
Retail Business, Bank of Jiangsu Co Ltd
7. Best Managers for Customer Service 2009-2010
Li Xinzhang, general manager, quality guarantee unit, China Mobile Communications Corporation Beijing Co Ltd
Zhao Hong, director, Customer Service, Harvest Fund Management Co Ltd
Wang Li, general manager, Customer Service, Credit Card Center, China Merchants Bank
Jiang Zhonggang, general manager, Customer Service, China Unicom (Guangdong) Co Ltd
Zhong Weifeng, general manager, Marketing, Guangzhou subsidiary, China Mobile Communications Corporation Guangdong Co Ltd
Luo Chaotong, deputy general manager, Jiangmen subsidiary, China Mobile Communications Corporation Guangdong Co Ltd
Wei Tong, general manager, Customer Service Center, Credit Card Center, Guangdong Development Bank Co Ltd
8. Best IT Service 2009-2010
Huawei Technologies Co Ltd
9. Best Outsourcing Service 2009-2010
Beyondsoft (Beijing) Co Ltd
hiSoft Technology International Ltd
China Data Group (Suzhou) Co Ltd
Shanghai Telecom Better-in Information Co Ltd
Value Communication Services (Shanghai) Inc
Chongqing Mei Yin Communication Co Ltd
China Elite Info (Guangzhou) Co Ltd
Lenovo Group
Guangdong Direct Telecom Co Ltd
10. Best Service Innovation 2009-2010
Giant Interactive Group Inc
Penghua Fund Management Co Ltd
Great Wall Life Insurance Co Ltd
Yinhua Fund Management Co Ltd
China Mobile Communications Corporation Guangdong Co Ltd
Lenovo Group
Telephone Banking Center, Guangdong branch, Industrial and Commercial Bank of China
11. Best After-sales Service 2009-2010
Suning Appliance Co Ltd
Net263 Co Ltd
Guangdong Chigo Air Conditioning Co Ltd
Zhuhai subsidiary, China Mobile Communications Corporation Guangdong Co Ltd
Chengdu Wide Horizon Real Estate Development Co Ltd
12. Best Service Features 2009-2010
China International Fund Management Co Ltd
Manulife-Sinochem Co Ltd
Guangzhou subsidiary, China Mobile Communications Corporation Guangdong Co Ltd
SGS-CSTC Standards Technical Services Co Ltd
Customer Service Center, China Mobile Communications Corporation Shaanxi Co Ltd
UBS SDIC Fund Management Co Ltd
Bank of Jiangsu Co Ltd
13. Best Service Management 2009-2010
Customer Service Center, Bank Card Center, Bank of China Co Ltd
eBanking unit, China Minsheng Banking Corp
Shenzhen subsidiary, China Mobile Communications Corporation Guangdong Co Ltd
China Unicom (Guangdong) Co Ltd
Credit Card Center, Guangdong Development Bank Co Ltd
Customer experience unit, Credit Card Center, Shenzhen Development Bank
