Special award for insurance/financial advisors who best live up to agency values is a first for the insurance industry in Hong Kong
Hong Kong— In keeping with its widely acknowledged reputation for impeccable service standards, Manulife (International) Limited (MIL) has instituted a “Caring and Professional” Award for those of its advisors who demonstrate service excellence and attentive interaction with their customers. No such award has been given before in the local insurance industry.
The award reaffirms Manulife’s emphasis on “Caring and Professional” service and its continuous commitment to delivering top-class service to meet customers’ financial goals. Criteria for judging the winners are essentially based on Manulife’s agency core values: “passion”, “professionalism”, “performance”, “pride” and “persistency”. Each submission from advisors has to be endorsed by their agency managers.
Commented MIL’s Vice President of Distribution Hong Kong Michael Chan: “We are proud to be the first insurance company in Hong Kong to introduce such an award. Being caring and professional are the qualities that we place the greatest stress on when our insurance/financial advisors go out to meet their customers. Insurance is a people business and it is essential that, apart from providing them with the best financial solutions, our advisors are well acquainted with their customers’ needs and committed to helping them improve the quality of lives.”
“It is part and parcel of being more than just an insurance company, but one that is dedicated to the interests of the community we live and work in, as expounded in our agency’s mission and vision statements,” added Mr. Chan.
The award was given to the company’s insurance/financial advisors on the basis of a real encounter with a customer that exemplified a “caring and professional” spirit. A submission rate of more than 65 per cent was recorded. After several rounds of selection, 10 “Outstanding Caring and Professional” awardees were chosen, and the one with the highest score was named the “Best of the Best”.
This distinction fell to Francis Li who, in her case-history submission, said: “When I discovered that one of my customers had been diagnosed with cancer and had no-one to confide in, I decided to go with her to her treatment sessions. Despite strong objection from people around me during that period of Severe Acute Respiratory Syndrome (SARS) outbreak, I insisted to accompany her to the hospital and give her moral support.” The customer, who is now recovering from her illness, said she regarded Francis almost as a member of her family. “Francis was a great listener and really helped me through a terrible period in my life,” she said.
The panel of judges, formed by distinguished people, has included The Hon. Bernard Chan, Executive Council Member and Legislative Councillor of Hong Kong SAR; Michael F.S. Tsui, Chairman of the Insurance Claims Complaints Panel; Nancy Tsang, JP, Director of the Heep Hong Society; Prof. Pingping Fu, Associate Professor of the Department of Management; the Chinese University of Hong Kong, as well as Michael Chan, Vice President of Distribution Hong Kong, MIL.
Judge Bernard Chan commented: “All the candidates were obviously imbued with the agency’s core values as represented by the ‘five Ps’ and their outstanding achievements do Manulife proud.”
About Manulife (International) Limited
Manulife (International) Limited is a member of the Manulife Financial group of companies. Manulife Financial is a leading Canadian-based financial services group serving millions of customers in 19 countries and territories worldwide. Operating as Manulife Financial in Canada and Asia, and primarily through John Hancock in the United States, the Company offers clients a diverse range of financial protection products and wealth management services through its extensive network of employees, agents and distribution partners. Funds under management by Manulife Financial and its subsidiaries were Cdn$426 billion (approximately HK$2,889.4 billion) as at March 31, 2007.
Manulife Financial Corporation trades as ‘MFC’ on the TSX, NYSE and PSE, and under ‘0945’ on the SEHK. Manulife Financial can be found on the Internet at www.manulife.com.
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For more information please contact:
Helena Lee / Winnie Wun
Manulife (International) Limited
Tel: (852) 2202 1050 / 2510 3191
Fax: (852) 2234 6875