Training programmes turn frontline SmarTone staff into winning team
COMPETITIVE PRICES may help a telecommunications company attract new customers amid fierce competition, but consistently good service is the crucial factor in building up long-term brand loyalty.
With this in mind - plus the twin goals of enhancing customer service skills and spreading best practices throughout its retail chain - SmarTone has put together some specialised training programmes for its frontline sales assistants and supervisors in Hong Kong.
The effectiveness of the programmes has already been recognised with the 'best team performance' prize at the 2004 Service and Courtesy Awards, an annual event organised by the Hong Kong Retail Management Association, which rates contestants' abilities through sessions of role playing, quizzes, discussions and debates.
SmarTone, Hong Kong's leading mobile network operator, has won every year in this category since 2001. In addition, one member of the team also picked up the supervisory level award in the electronic and electrical appliances/ telecommunications category.
Still excited about his double win in October, Boris Yip, who beat 115 nominees from 36 retailers, attributed the success to his industry experience, combined with company training in supervisory skills. This gave him an advantage in knowing about coaching methods, planning and team building.