A former leader in the mobile phone sector, Finland’s Nokia encountered problems after the 2007 launch of smartphones, particularly Apple’s iPhone, as well as devices running on Google's Android operating system. In February 2011, Nokia formed a strategic partnership with Microsoft, with Nokia smartphones replacing Nokia’s traditional Symbian operating system with a mobile system from Microsoft. Microsoft bought Nokia's handset business for 5.44 billion euros in September 2013.
Team spirit results in happier customers
Nokia Hong Kong, the big winner in the Hong Kong Retail Management Association Service and Courtesy Award 2009, says that team spirit is the basis for its success.
'Retail is not about just one person,' said Emily Hung, communications manager of Nokia Hong Kong. 'Our company always emphasises team spirit.'
This year, staff members walked away with the Electronic & Electrical Appliances/Telecommunications Category Junior Frontline Level and Supervisory Level awards, and The Best Team Performance Award.
Wong Ka-kim, the junior level award winner, insisted that he hadn't won the award by himself, pointing out that 'the whole team did it together'.
Nokia started to enter staff in this award three years ago and their results have improved each year.
In 2007, Nokia won the supervisory level award in the Electronic & Electrical Appliances/Telecommunications Category and last year, they received both the supervisory level and junior level award in the category.
'We are happy to have added one more award this year, but we are not going to put pressure on our staff who are participating next year,' Hung said.
The company said its members did not take part with the express purpose of winning, but that it hoped such participation would help to improve the quality of customer service.
In addition to participating in the award, and holding seminars and trainings to boost service levels, Nokia also encourages teamwork by playing war games, basketball and badminton.
Hung said that ensuring a harmonious team spirit was an important factor resulting in good customer service as people would be more positive and more dedicated to their jobs if they were happy in the workplace.
With high quality service, Hung said the company would gain customer loyalty and trust which benefited the company in the long run.
For employees, a positive reaction from consumers is a big reward in itself. 'If we take an extra step and assist the consumer a little more, we would receive more in return, such as extra praise from consumers,' said Ma Kwok-wah, winner in the supervisory level in the Electronic & Electrical Appliances/Telecommunications Category.