Special coaching pays off for Hang Seng Bank team
Companies taking part in the awards are all leading players in their fields but the DSA's demanding assessment process and stringent criteria means there is no room for complacency.
For that reason, many firms organise special coaching to prepare their nominated staff for the challenge. One company that did so this year was Hang Seng Bank, and the tactic proved successful for three of the five nominees it fielded.
Manda Chan, the bank's sales planning manager, said the five awardees were put through their paces for six weeks before facing the judging panel. 'Our training department devised a customised programme to help the nominated colleagues perform their best during the assessment. It covered essential skills such as presentation and spontaneous response and psychological conditioning, which is important for this sort of competition,' Ms Chan said.
The three personal financial service managers who won awards were Joyce Mak Sze-man (with two years at the bank), Kitty Fan Kit-yee (seven years) and Anthony Mak Wai-chun (two years).
Ms Mak said: 'Sincere and dedicated service is essential; a customer can tell whether or not you are giving them your best. Listening to customers is crucial to understanding their needs and earning their trust for cultivating a long-term relationship.'
Ms Fan said: 'It is very important to combine careful listening, a strong ability to read customers' minds and meticulous attention to detail to serve our customers. This facilitates our understanding of customers' needs, helping us make sound financial recommendations.'
Mr Mak said: 'I always bear in mind that I am helping customers make very important life decisions and this gives me the drive to do my best for them. I also use an open and friendly approach to effectively communicate with customers.'
Wendy Cheng Sik-man, a personal financial planning manager, joined the bank in 2005 on leaving university. She said: 'As banking practitioners, we must demonstrate professional discipline and integrity to earn customer respect and trust, and help drive the standards of professional salesmanship in the sector.'
Customer service centre manager Maggie Wong Ka-wai, who joined the bank 13 years ago, said: 'It is always important to wear a sincere smile and show passion for serving customers. I also pay attention to how other sales professionals serve customers and learn from them.'
