Customer Experience Management

Food safety is of vital importance

From ensuring the freshness of thousands of types of foods, to innovating to meet changing customer needs, high-end supermarket and retail chain City Super Group is committed to offering top-notch products and services.

Tuesday, 17 July, 2012, 12:00am

Executive has time to smile

Marcus Moufarrige is chief operating officer of a company that has 800 employees in 22 countries dotted around the globe, with 600 employees under his management.

7 May 2012 - 12:00am

Customer services

Joey has just joined the customer services team at a new shopping mall in town. The mall has been open for one week and this is Joey's first day alone at the desk. Three customers seek her assistance. Listen to the conversations and then answer these questions

1 What is the nature of the first customer's request?

a. an inquiry

b. a grumble

16 May 2011 - 12:00am

Firms focus on innovation

In the retail sector, much depends on finding new ways to enhance the customer experience, which is why the top companies put such stress on continuous service innovation.

5 Nov 2010 - 12:00am

Raising customer experience key to success

As if by rote, companies these days tend to list their core values. Those that feature prominently are a passion to perform and focus on customer needs.

4 Sep 2010 - 12:00am

A great and profitable lesson for businesses

In showing how a business can be completely transformed by elevating the customer experience, one of Joseph Michelli's most striking examples is the Pike Place Fish Market in Seattle.

4 Sep 2010 - 12:00am

Consultant helps companies get personal

Consultant Joseph Michelli's book about the rise and rise of the Starbucks coffee company could not have been more ominously timed.

23 Aug 2010 - 12:00am

Grand recognition for caring company

A safe and reliable gas supply, together with friendly service delivered by frontline staff, is the motto of Hong Kong and China Gas (Towngas) - the grand award winner for Customer Service.

19 Jan 2010 - 12:00am

Service with a smile ensures Amex keeps everyone happy

High-quality customer service provided by frontline salespeople is not merely a personal matter but also relates to the whole company culture.

1 Dec 2009 - 12:00am

Dialling up success

China Mobile Hong Kong Company bagged four Distinguished Salesperson Awards. Director and chief executive Charles Henshaw believes this demonstrates that the company has firmly instilled its corporate culture in its sales professionals.

26 Jun 2009 - 12:00am

Getting connected

Three employees at Hong Kong Broadband Network won the Distinguished Salesperson Award (DSA) at this year's event.

Senior account manager Alvin Yeung Ka-lam has been with the company for nine years. 'You have to be hard-working, provide prompt responses to customer requirements and have patience,' Mr Yeung said. 'You also shouldn't give up easily.'

26 Jun 2009 - 12:00am

Winning team aims to please residents

GRAND AWARD

CUSTOMER SERVICE

Sino Estates Management

The Grand Award winner in the customer service category, Sino Estates Management, was honoured for its wide range of high-quality services provided to the residents of Pacific Palisades.

22 Jan 2009 - 12:00am

What's On

October 16

11 Oct 2008 - 12:00am

B&Q staff training puts customers at ease

Although Hong Kong people often prefer to leave their home decoration to interior designers and contractors, many are keen to show their creativity in the design of their dream homes by doing the decoration themselves.

5 Jul 2008 - 12:00am

Winning trio provide excellent service for their customers

Facing fierce competition in a city with ever changing needs, the banking industry's service quality has gone through many changes.

Bank managers nowadays are not only required to fulfil their daily responsibilities, but must also be actively involved in cross-selling various products and maintaining client relationships.

13 Jun 2008 - 12:00am

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