Sino Property Services honoured in the Asia Pacific Customer Relationship Excellence Award

With its unique one-stop property services, Sino Property Services (SPS) received the Integrated Support Team of the Year (Property Management) award in the Asia Pacific Customer Relationship Excellence Awards 2009.

Organised by the Asia Pacific Customer Service Consortium, the awards recognise excellence in customer services by bestowing honour on companies with high standards of customer services. Sunny Yeung, Executive Director of Sino Group and Head of SPS said, “We won the People Development Program of the Year (Property Management) and the Field Support Team of the Year (Island Resort) awards last year. The Integrated Support Team of the Year award that we won this year recognises the synergy between the four operational arms under SPS – Sino Estates Management, Sino Parking, Sino Security and Best Result Cleaning Services.”

As part of Sino Group, SPS has always dedicated itself to property service excellence in more than 180 residential estates, commercial buildings, clubhouses and shopping malls. The company provides tailor-made management expertise in the areas of property management, security, parking, cleaning, building maintenance, landscaping and premium lifestyle services.

To maintain a high standard of customer services among all the teams, SPS focuses on effective communications, comprehensive training and a quality management system. Yeung said, “Customer service is a two-way communication process. It’s most important that we listen to the customers and understand their needs.”

SPS communicates with its customers through various channels, including regular visits, surveys and polls, collection of comment cards and Mystery Shoppers programme. SPS also provides tailor-made training to its staff via its 11 training academies. Its 6,500 staff received a total of 24,000 hours of professional training last year alone. All staff are given in-depth training related to the four core businesses of SPS, and customer services and green environmental management.

SPS operates under a well-established quality management system. All four operational arms have earned the ISO9001 Certification on Quality Management System, while Sino Estates Management and Sino Parking have both earned the ISO10002 Certification on Complaints Handling Management System. Sino Estates Management was also accredited with ISO14001 Certification on Environmental Management System, and Best Result Cleaning Services was awarded OHSAS18001 Certification on Occupational Health and Safety Management System. All these accreditations play a role in improving customer service quality, making SPS the best integrated support team for its customers.