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
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
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
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
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
Using the internet to provide customer service has become a common tactic for businesses, a survey shows.22 Jan 2013 - 4:12am
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
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
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
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
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 grumble16 May 2011 - 12:00am
Every day presents new faces and fresh challenges for Amy Lau, a boutique manager at one of Salvatore Ferragamo's flagship stores.5 Apr 2008 - 12:00am
Companies in the competitive world of telecommunications will take drastic measures to get ahead of their rivals. Usually this means slashing prices and offering more minutes of call time for less cost.
The HKIHRM/SCMP People Management Awards 2007 finalist, City Telecom (Hong Kong), however, has strived instead to win more customers by providing better services.13 Dec 2007 - 12:00am
It is one of the most annoying things in the world when you ring the customer service hotline to fix a problem with one of your digital gadgets and all you get is an answering machine, or have to wait forever for the call to be answered.1 Dec 2007 - 12:00am
With inflation steadily rising and competition from Macau's tourism industry intensifying, Hong Kong's retail industry must maintain a high standard of service to remain competitive, according to the Hong Kong Retail Management Association (HKRMA).21 Nov 2007 - 12:00am