CLP Power Hong Kong Limited

Service Centre Operations

CLP Power is dedicated to providing customers with timely, convenient and caring Counter Service. The service strategy is well deployed and achieved through on-going service monitoring, training and incentive schemes. Training and regular team briefing are conducted to ensure all staff members are well aware of the service objectives and are fully committed to delivering service excellence. Various incentive schemes are in place to enhance and recognize exemplary performance, which is one of the objectives set by individual staff members and measured on the basis of also feedback from customers.

Hongkong Post

Philatelic Bureau Hotline Unit

Philatelic Bureau Hotline Unit focuses on the prompt customer service, which attempts to answer all phone calls within three rings. The unit arranges yearly gathering for members to collect customers’ feedback for service improvement. Regarding the service quality, internal briefing is held to ensure service consistency and information update, while various incentive programmes are used to heighten high standard customer service among staff.

Hewlett-Packard HK SAR Ltd.

HP Services

Product Support Operation (Commercial PC)

The goal of the HP Services is to achieve the best Total Customer Experience (TCE). Staffs are developed on both product knowledge and customer service skills while supervisor will conduct on-site coaching to observe and ensure each member knows how to handle different situation. HP conducts monthly customer satisfaction survey on field service to make sure that service quality is in line with service pledge and follow-up calls are used to monitor service performance to ensure service pledges are fulfilled on a regular basis.

Cathay Pacific Airways

HKIA - Development & Standards

Brainstroming sessions from cross-functional management revamped the “Service Straight from the Heart” service philosophy. Front-line staff commitment, understanding and teamwork are fostered through Service Champion and Customer Service Forums. This support section: First, creates an enabling environment for frontline staff in order to produce excellent customer services to our passengers. Second, it serves internal customers with passion. Third, it work on continuous improvement on external customer service standards. Moreover, the secondment and rotation programme enhances the scale of service reviews of every individual service staff. Close communication is maintained through various channels such as Staff Climate survey, frequent sharing session, performance review, staff focus groups, ‘iBelieve’ and ‘iSuggest’ programmes.

Ms. Wu Wing Yin, Vivian

Standard Chartered Bank

Vivian showed sincerity when dealing with customers. She always worn a warm smile and had eye contact with customers. She listened very carefully to customers and asked sensible questions to explore customers’ hidden desire and motives. Vivian gave thorough information to customers. She studied and made analysis of the customer’s portfolio before she mete up with them. In such a case, she could give tailor-made advice to suit customer’s need. She could easily gain trust from customers.

Mr. Ho Kim Ming, Kelvin

PCCW Limited

Kelvin showed patience and empathy when showing customers how to handle the problems by phone. He explained the procedures well and systematically so as to allow customer to follow his instructions. He would try various ways to help customer to sort out the problems and would explain clearly and comprehensively according to customers’ literacy on computer. Kelvin was an expert of most computer softwares and he was able to identify their problems within a very short time and this excellent product knowledge enabled him to perform and solve customer’s queries smoothly and efficiently.

Mr. Lee Chung Wing

HongKong Post

Mr. Lee showed his enthusiasm towards his job. He spoke in a gentle and polite manner. Mr. Lee responded and acted promptly to customer’s request and his follow up was thorough and efficient. He was polite and warm to the customers, always worn simile even he was on the way to customer. He was observant and could offer clients extra information that was outside his scope. As he was sociable and tried to stay friendly with everyone among his clients, so customers were glad to be served by him.

Ms. Lo Wai Chung, Carrie

Cathay Pacific Airways

Carrie is empathetic to the trainees and is impartial when handling trainee’s development and problems. She would stay neutral and give valuable advice to help staff resolving customer complaints. She is a professional coach and shares good practice and knowledge with teammates. Moreover, she encourages staff to deliver excellence service skills. She is tactful in sharing her knowledge and uses deductive approach to make trainees realize their needs for improvement. With rich experience of working in the front-line, she understands the needs of frontline staff and is highly respected by staff.

Everbright Home for the Eldery

The three chalets are situated in an open field where each one is decorated with the idea of giving the residents a homely and cozy ambience. It has always been the belief of the establishment to provide a homely environment for its residents ever since it was founded. All the decorations and facilities are tailor-made to satisfy the needs of the residents. The management does his best to maximize the space in the establishment so that the residents can keep small animals e.g. tortoise as their companion and they are also encouraged to do some gardening. The establishment takes pride in its effective communication channel with the staff as well as the families of the residents. It is believed that having a good communication system in place would not only help to improve the quality of the establishment, it also helps to promote better understanding among staff, residents and their families. In the assessment, staff showed their kindness, which created a warm environment.

Sarelle International Co. Ltd.

Knowing that shoppers prefer to do their shopping in a relaxed and comfortable environment, the shop provides shoppers with sofas and magazines so as to allow them to sit back and relax during their shopping. The shop also appreciates that a good communication system is the key to success, and inside the shop there are a number of communication channels, including website, email, hotline and information booklets to collect ideas and suggestions from the shoppers. Shoppers’ opinions and suggestions are heeded and are used as reference to form business strategy in future planning. The management puts a lot of emphasis on staff training. During the mystery assessment, staff of different branches took the initiative of explaining and serving shoppers with enthusiasm. In order to enhance communication among staff and to further understand the operation of the shops, the management holds a monthly meeting with staff working at different branches.

San Si Tang

The shop is filled with the aroma and fragrance of quality tea leaves. All customers are served with a cup of tea as soon as they enter the shop. Customers can select and try their choice of tea before they decide on their purchase. Once they have selected their choice the staff prepare it for them and customers are under no obligation to buy anything. Staff are well trained and have good knowledge on different kinds of tea leaves and their functions. They take pleasure in explaining and demonstrating the proper way of making tea.

Mr. Chong Wai Man, Johnny

Wing Lai Yuen 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. Leung Koon Ho

Everbright Nursing Home

“Ms. Leung treats the residents with patience and attentiveness. She understands the meaning of compassion and does her best to make the lives of the residents as pleasant and dignified as possible. She understands and does her best to satisfy the requests of the residents and treats t hem with tenderness as well as listening to them patiently.

Ms. Tam May Yuk Tammy

Hideo Wakamatsu

“Ms. Tam is friendly and serves the customers with care. She is courteous and enthusiastic even when dealing with difficult customers. She warms to the customers naturally and offers them the service they require. There was no sign of her ‘hard-selling’ to any customers during the on-site assessment. Her patience and warm smile are her best assets.