Clothing retailer advises employees to give ear to exact customer needs

Paying close attention to what the customer wants and attending to his needs is the best form of customer service, Ms Hung Wai-yan of Esprit Retail said.

Ms Hung, who won the Fashion and Accessories Category award, said that if one understood what the customers really wanted, it would not be difficult to meet their needs.

The sales executive, a former kindergarten teacher, said her friends working in the retail industry looked happy with their jobs, and so she decided to try her hand at sales.

It was not easy at first, as she found it difficult to meet people. But Esprit, the clothing retailer, gave her plenty of training in customer service, and eventually she gained confidence.

Ms Hung is adept at making customers happy, which is the company philosophy. She has also acquired the knack for providing a level of service that meets the customer's expectations.

Esprit is now moving to sell its garments and other goods through the Internet, especially in the United States.