• Wed
  • Sep 17, 2014
  • Updated: 8:03am

Customer Service

Cathay and Dragonair fail the test in crisis management

A good airline is definitely not only about new planes and beautiful airport lounges, but also about customer service, in particular in difficult times.

Tuesday, 24 September, 2013, 12:47am 21 comments

What the concierge serves up

At the beginning of this month, American Express Platinum credit card holders in Hong Kong reluctantly bid adieu to the company's concierge services, sparking complaints. Cardholders were upset that Amex was cutting its service - but not its fees.

20 May 2013 - 4:18am

Video: Maserati smashed up outside Qingdao auto show in protest over 'bad service'

The men said the angry owner had asked them to destroy the 2.6-million-yuan (HK$3.3 million) sport-sedan in protest against “poor sales service” he received from a Qingdao dealership, where he bought the Maserati.

15 May 2013 - 3:13pm 10 comments

Amex cuts concierge service after review

American Express is partially withdrawing the concierge service for high-end clients that it launched to mark itself out as a classier option than rivals Visa and MasterCard.

12 Apr 2013 - 8:34am 2 comments

Apple learns a lesson in China

Volkswagen recently responded to an accusation on a CCTV consumer rights programme that it sold cars with faulty gearboxes by promptly recalling nearly 400,000 vehicles. On the same show Apple was criticised for having inferior after-sales service for Chinese customers. If it had followed the VW example and acted on the complaints instead of being defensive, it would have spared itself attacks from the state, climaxing in accusations in People's Daily of dishonesty, greed and arrogance. Now it has apologised and doubled the warranty for Chinese customers to two years.

4 Apr 2013 - 5:41am 3 comments

Online service common in businesses

Using the internet to provide customer service has become a common tactic for businesses, a survey shows.

22 Jan 2013 - 4:12am

Wealth Blog: How to get yourself a good meal

So it's January 7 and Christmas gorging is over, but there's still six weeks of corporate spring dinners and festive feasts to chomp through. It always surprises me how ill-informed diners are when it comes to getting good food and service, even those paying top whack in posh Western restaurants.

4 Nov 2013 - 9:06am

The Week Explained: Amex not as helpful as the marketing suggests

If you have a credit card you might want to pay some attention to this story. It's something of a saga, but bear with me because the bottom line is rather scary.

Recently, I realised that two insurance policies purchased via a promotion run by American Express, with payment linked to its cards, were more expensive than comparable products.

22 Oct 2012 - 1:54am

Train Hong Kong taxi drivers to give better service

A local taxi driver's conviction ("Taxi driver banned for cheating officer", September 29) was described by the magistrate as marring Hong Kong's reputation as a tourist city. That driver was clearly a thief; luckily, his victim was a plain-clothes policewoman, which led to his arrest.

12 Oct 2012 - 1:59am

Career express at AmEx

Working for the Membership Travel Services (MTS) of American Express (AmEx) is more of an adventure with plenty to learn each day. The department, which offers 24/7 exclusive concierge service all year round, is recruiting eight premium travel and lifestyle executives for their day and after-hours teams.

3 Jun 2011 - 12:00am