Our reputation at the HKCEC is largely built on the quality of the services we provide to users of the Centre. Since 2002 we have run a series of internal workshops and activities aimed at making sure our levels of service are exemplary. The workshops are designed to help foster a deep-rooted customer-service culture within the HKCEC, and to equip staff with the most professional customer-handling and service skills. They have been attended by staff from all levels, from senior management down, and have led to a real sense that the HKCEC is providing customer service standards that are both consistent and comprehensive.

To create a system that keeps our awareness of customer service issues high at all times, we adopted a "Train the trainer" programme for the Superior Service Skills course, which was completed in July 2003. Under this programme, nine of our management and supervisory personnel were trained up as HKCEC internal trainers, and are now able to pass on their knowledge and experience to all HKCEC staff.

To date, the Superior Service Skills course has been attended by around 100 staff members. The course focuses on service quality and communication skills, and covers essential topics such as learning to appreciate the importance of providing excellent service, cultivating a positive mindset, creating positive impressions with the customers, and handling complaints. At the HKCEC, we leave no stone unturned when it comes to striving for impeccable service standards.