Europe and Mediterranean Sector Assistant General Manager Kirk Baldsing receiving the best customer service provider award from Ambassador of France in Sri Lanka Jean-Francois Pactet
Ambassador of France in Sri Lanka Jean-Francois Pactet, Sri Lanka Ports Authority Chairman Keith Bernard, University of Technology Sydney (UTS) College – Sri Lanka Principal Alison Hiscox, ICS (UK) Sri Lanka Branch Chairman Kingsley Abeywickrama, Hapag-Lloyd Lanka Director/Vice President Lalith Witanachchi, Hapag-Lloyd Lanka General Manager Dr. Geeth Kumarasinghe, with the Marketing and Customer Service team members
Hapag-Lloyd Lanka, a subsidiary of Aitken Spence PLC and the local representation for Hapag-Lloyd-AG – Hamburg, won two Customer Service Awards for the Europe Trade, for the third consecutive year and Mediterranean Trade, for the second consecutive year at the recently held award ceremony by the Institute of Chartered Shipbrokers (UK) – Sri Lanka Branch.
The Institute of Chartered Shipbrokers (ICS) (UK) founded in 1911 and received the ‘Royal Charter’ in the year 1920; is fundamentally dedicated to promoting professionalism in the international maritime industry. Its worldwide acceptance affirms the ‘Institute’ as the only professional body that sets the highest standards of professional service to the shipping industry world over.
The Institute of Chartered Shipbrokers (ICS) Sri Lanka Branch commenced in awarding ‘Customer Service Awards’ at their Annual ICS Awards Ceremony in the year 1997 under the leadership of Dr. Parakrama Dissanayake the Former Chairman of the ICS Sri Lanka Branch, who later on became the first non-Britisher to be elected as the International President of the Institute, in the year 2017-2019.
Receiving multiple awards from reputed industry and professional bodies in regular intervals over the last three years emphasises the commitment alongside the successful quality-centric and customer-focused initiatives taken by Hapag-Lloyd Lanka. These initiatives are further supported by Hapag-Lloyd strategy 2023 that focuses on quality, digitalisation, and differentiations including customer interaction.
“From its inception, the ICS customer service awards have been accepted by the major industry players as an important tool to establish the much-needed customer service benchmarks in Sri Lanka. Receiving many awards from ICS, which is one of the most reputed professional bodies in Sri Lanka, and from some other industry bodies that represent our customers, is a clear indication of the strength of Hapag-Lloyd Lanka to provide exceptional service to its customers. As a service organisation, we have upskilled our talent and in turn has been successful to improve customer satisfaction levels. We believe this investment to further develop the capacity levels, domain knowledge, and the leadership and managerial qualities of our people amidst the extremely volatile macro-economic situation in the country will raise the benchmark in the industry,” commented Hapag-Lloyd Lanka Director/Vice President Lalith Witanachchi.
“During the last three years, we closely analysed the feedback of our valued customers, and we were able to introduce some radical process, system, and structural changes to enhance the customer service levels. We foster a learning and an innovative culture and we have formed cross-functional teams and encouraged even our junior-level team members who directly deal with our customers to give their suggestions to change our processes, systems, and structures. We are seeing the positive outcomes of these initiatives,” said Hapag-Lloyd Lanka General Manager Dr. Geeth Kumarasinghe.