2006.07.07

Tencent Wins Two Awards for Best Customer Service

Shenzhen July 7 2006 – On July 5 and 6 2006 the Third China International Customer Services Summit & 2005-2006 China Best Customer Services Awards Presentation Ceremony jointly sponsored by five organizations including the China Information Association the Guangdong Information Association the Asia Customer Service Association the Nanfang Daily and the Beijing News took place in the Crystal Ballroom of the China Hotel a Marriott hotel in Guangzhou. This event is the most important summit of China's customer services industry. Tencent was honored to win the "China's Best Customer Service Award" and the "China's 30 Best Customer Service Centers Award". As an honored guest Huang Jinsheng Assistant General Manager of Tencent attended the ceremony and collected the awards on the company's behalf.

Established in 1998 Tencent has seen rapid development over the past eight years. Now an IT industry giant in China the company has greatly influenced the communication methods and living habits of hundreds of millions of people. This is in part thanks to its powerful technological background and improved operating system but also due to the company's focus on customer services. Along with the development of Tencent its customer service center has led the way in promoting the concept of customer services and delivering quality services that rapidly respond to customers' needs.

Since its establishment in 2001 the customer service center has grown from a core of several dozen employees offering consultation services to individual businesses to a massive organization of more than 600 people that integrates consultation services with claim settlements and is devoted to providing operators with telecommunication-level services. The center has developed a comprehensive net-like operating system: the vanguard includes customer hotlines Internet services operating support and auditing; holding up the rear is the claim delivery and information center. The system also includes human resources administration quality inspection training and maintenance. From the receipt of a customer request to the completion of the service the center follows a strict set of procedures that ensures efficiency and reliability.

Photo: The well-organized Tencent Customer Service Center

Tencent upholds the operating tenet of "always referring to customers' values" aims to understand the trends and high-level needs of the industry and strives to become a benchmark for the industry. In addition to providing excellent services for customers Tencent also reviews all customer feedback works to ensure the excellence of operations and keep improving product quality and has made customer satisfaction an important aspect of evaluating its customer services. Thanks to all this after about six months of assessment Tencent was given the awards for"China's Best Customer Service" and "China's 30 Best Customer Service Centers".

Photo: Trophy and certificate of "China's Best Customer Service Award

Photo: Medal of "China's 30 Best Customer Service Centers Award"

Tencent is confident that the company will never waiver from its commitment to developing safe healthy and active platforms that will always refer to the desires of its customers and its insistence on integrating customer services with operation and management.