Mr. Ng Wai Leung, Ivan

Standard Chartered Bank

Ivan shows great empathy when handling calls. Although the interactions with customers are not face-to-face, Ivan projects his enthusiasm and consideration through his tone. During the interview, Ivan emphasizes that considering from customer’s point of view is the key factor for providing good customer service. Ivan always wears a very bright smile and speaks in a gentle and warm way. Ivan has shown a great understanding of the mortgage product and service variety that the company is offering to customers. His explanations of product features are clear by using examples for customer’s easy understanding.

Ms. Wong Fung Sim, Dora

CLP Power Hong Kong Limited

Ms. Wong is devoted to customer service. She uses magic words at the right time as observed in the on-site observation. She understands t hat getting to know customers’ expectations and trying to fulfill them is the right path to service excellence. She does not merely have t he belief; she does put it into practice. Being well versed in the operating system and customer contact skills, Ms. Wong is able to probe customers’ mind; gain trust from customers and offer the best solution to them.

Mr. Wong Kwai Hing

CLP Power Hong Kong Limited

Mr. Wong knows the ins and outs of his service delivery flow including all relevant working and safety procedures. During the on-site observation, he made pre-visit calls, double-confirming politely the addresses and problems with customers to ensure prompt attention. When performing on-site work, Mr. Wong gave greetings to customers upon arrival; explained the service procedures and obtained customers’ consent before taking actions. He listened to customers’ enquiries patiently and provided professional recommendations and suggestions in return. The excellent and consistent customer service offered demonstrated that Mr. Wong has a good very command of the key to customer service excellence.

Elesis Beaute

Elesis Beaute has set up different kinds of channels to collect customer feedback. For example, the management makes phone calls to old customers to find out about their needs and expectations. Moreover, questionnaires are distributed to customers so that information can be collected for future strategy development. The shop facilities an environment are well maintained to meet the customers’ needs. The shop also has a “time sheet”, which is used twice a day to monitor the shop cleanliness. The shop manager prepared a procedure manual and staff-training manual in order to enhance and maintain the standard of quality customer service. During the assessment, staff showed their kindness and positive attitude to cultivate a friendly atmosphere fro their customers.

Everbright Nursing Home

Nursing Home values the feedback from the tenants’ relatives and uses a “Focus Group” as one of the channels to collect feedback. Different pamphlets, posters and even notice boards are in place to promote the company’s policy and increase the transparency of the Nursing Home. They also set up their own home page. Nursing Home also values tenants’ needs. For example, tables are specially designed with concave edges for the tenants’ comfort. In the assessment, staff showed their kindness, which creates a warm environment.

Heritage Tea House

The shop outlet is located inside the Hong Kong Heritage Museum . Being a customer, you can imagine enjoying your favourite tea in the traditional Chinese teahouse. E-mail is one of the communication channels used with the customers. Customers can access their web site to obtain comprehensive product information. With the one-stop-shop service, customer can purchase Chinese Tea and teapots, as well as enjoy their teatime in the shop. The Shop Manager holds weekly meetings in order to review and improve the service standard.

Mr. Lau Chi Hing

Golden Island Bird's Nest Chiu Chau Restaurant

“Work for the guest” is t he motto of Mr. Chong. And without doubt Mr. Chong displays such an attitude in his daily work in the restaurant. He serves all customers (be it old patrons or new customers) with sincerity; he always wears a warm and welcoming smile. Not only does he entice the customers with mouth-watering dishes and dessert, he also enquires about the quality and opinions of the diners after their meals. He takes notes carefully and is well aware of the importance of making the customers feel at home.

Ms. Wong Suet Ling

Make Up For Ever Academy

In the interview, Ms. Wong pointed out that patience is a key element to maintaining quality customer service. Students’ (customer) outstanding performance is the source of her job satisfaction. In the on-site observation, Ms. Wong communicated with her student patiently. She also understands that she can encourage her students by considering things from their point of view. Ms. Wong teaches in a systematic and simple way, and by doing so helps the students to acquire make up techniques quality effectively.

Ms. Yu Man Ying Catherine

Heritage Tea House

During the interview, Ms. Yu showed her enthusiasm towards her job and the Art of Tea. She speaks in a gentle and polite manner. Ms. Yu emphasized that listening and observation are the key elements to understanding customer need and providing quality customer service. In the on-site observation, Ms. Yu demonstrated her ability to gain trust from customers by her professionalism and provided quality service effectively.