FOR GOVIN YU Ho-yi, a CR Care Company supervisor, maintaining a high level of customer service includes introducing and explaining the various functions of Chinese health products.
Mr Yu, winner of the Specialty Stores Category, Supervisor Level, said feedback and interaction with customers and colleagues were also vital to develop an intuitive sense of what customers required and implement best practices that matched their needs.
'Winning this award is the greatest recognition I could wish for, and it will certainly encourage me to maintain my commitment to delivering good customer service and encourage my colleagues to do likewise,' Mr Yu said.
Mr Yu said he took every opportunity to join company training programmes as it was a good way to develop a broader understanding of the business and provided an opportunity to share ideas with others. He also spends part of his free time reading and researching information to find out more about CR Care Company's products.
This knowledge proved useful when a customer became upset and rowdy, believing that a natural product contained artificial colouring. Mr Yu calmed the customer down, gave him a drink and provided a full explanation. The customer was impressed by the depth of Mr Yu's knowledge, and now consults him frequently on the use of health products
As a subsidiary of China Resources Retail Group, which operates a comprehensive network of businesses, a strong culture of delivering customer service runs throughout the organisation.
