Customer Service

Cathay and Dragonair fail the test in crisis management

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

Illustration: Emilio Rivera

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'

Men smash a Maserati with sledgehammers outside the Qingdao auto show in Shandong province. Photo: Reuters

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 Platinum credit card holders

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

Apple was criticised for having inferior after-sales service for Chinese customers. Photo: AFP

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

Facebook and YouTube were found to be popular platforms for customer service representatives to interact with customers. Photo: AFP

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

A few fine dining hints on how to get good food and service. Photo: Oliver Tsang

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

"American Express? That'll not do nicely, sir." Photo: Bloomberg

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

Poor service will harm Hong Kong's image. Photo: David Wong

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

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

A smooth operator

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

Company sticks to its guns and focuses on service

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

Samsung's return to HK creates vacancies

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

Customers always come first

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