If two words sum up what Buston Chu Yat-chiu has learnt in his 20-year career with Hong Kong’s top car distributor, they must be “service matters”.
And the general manager of Dah Chong Hong (Motor Service Centre) knows that one thing – appreciation - will help propel Hong Kong to the next level of service excellence and efficiency.
“Who doesn’t want to be praised?” asks Chu, who also chairs the Hong Kong Association for Customer Service Excellence (HKACE). “But to praise someone, you need to be specific.”
Under his leadership, Hong Kong therefore marked its first service appreciation day on November 28th last year as part of HKACE’s two-year campaign to cultivate a culture where people express appreciation and give due recognition.
More than 30 companies, including founder members Cathay Pacific, CLP Holdings and PCCW have already pledged their support for the campaign
“Service is one of Hong Kong’s core values and is a never-ending pursuit,” says Chu.” “In the past Hong Kong focused on frontline delivery, and we are pretty well trained in terms of our skill sets and mindsets. But to excel, the most important thing is to convince top management that customer service really matters.”