Some of Hong Kong's leading corporations participated in the half-day symposium on Best Practices in Customer Services held on November 11. Organised by CLP Power in conjunction with HKGCC to celebrate the 10th Anniversary of CLP Power Customer Consultative Group (CCG), the aim of the symposium was to promote customer service excellence within Hong Kong, enabling the territory to take its place among the world's leading cities.

The symposium provided a forum of discussion and an opportunity to share experiences on the latest developments in the world of customer services. The keynote address was made by Professor Edward KY Chen, president, Lingnan University, who recalled the formation of CCG in 1992 with the support of the Consumer Council when he was its chairman. Professor Chen discussed the changing economic environment caused by the information and communications technology and the need to redefine best practices in customer services to meet the demands of the "New Economy." This was followed by a panel discussion on "Serving the Public" moderated by Dr Eden Woon, CEO of the HKGCC. Focusing on the transition to and the building of customer excellence, it included presentations from Hongkong Post, CLP Power, Hong Kong Airport Authority, and the Hospital Authority. The second panel session, "Winning and Retaining Customers in a Competitive Market," was moderated by Pamela Chan, chief executive of the Consumer Council. It detailed best practices in the highly competitive consumer environment, with the participation of Hang Seng Bank, Cathay Pacific, American Express and Manulife International.