Supermarkets / Convenineces stores EXCELLENT CUSTOMER service is what differentiates Watsons Your Personal Store from its competitors, according to the company, Hong Kong's largest personal store and pharmacy. Kelly Wu Kai-yuen, assistant store manager at Watsons Festival Walk branch and winner of a supervisory level award, has undertaken the company's intensive six-month training scheme. He lists the following qualities as vital in dealing with customers: good communication skills, considerate after-sales services, a sense of caring for customers, and the ability to understand their needs by putting oneself in their shoes. The results have been so good, according to Mr Wu, that regular elderly customers have come back with bowls of Chinese soup for Watsons staff in gratitude for their warm and caring service. In another instance, Mr Wu helped to mend what might have been a broken romance. A young woman came in upset, saying she had just had an argument with her boyfriend and was looking for an apology card. Mr Wu attended to her request while attempting to comfort her. 'A few days later she came back and thanked me. She said she and her boyfriend had made up.' Sharing experiences also helped the staff, Mr Wu maintained. 'It can raise team spirit and fill the whole store with positive energy. I always share my experiences with my team,' he said. Rita Wong, company spokeswoman, said this sharing environment was exactly in line with the shopping environment Watsons was seeking. 'We aim to make a positive difference to customers' lives by adding zest to their day, and helping them look good, feel great and have fun.' Meanwhile, customer standards were rising steadily, Ms Wong said. 'We still have to keep improving, even though Watsons' standards are already higher than average in the industry,' she said.