The public's impression of customer service responsibilities may only be dealing with customer inquiries and complaints. However, the stories experienced by several winners of this year's Hang Lung "Emerald Customer Service Award" tell everyone that customer service not only makes people feel at home, but also makes them feel more at home. Can save a life!
Entering the 7th "Emerald Customer Service Award", the judging committee composed of senior management of Hang Lung judged the nominated cases according to six customers' initiative, sense of responsibility, problem-solving ability, creativity, doing more and uniqueness. Service areas to select and evaluate.
This time, I would like to share with you the heartwarming stories of the 3 Emerald Customer Service Award winners who stood out from 310 nominations for projects in Hong Kong and Mainland China.
With care and alertness, he saved the life of a fainted lone resident
"Customer First" is Hang Lung's service commitment. Our staff attaches great importance to the contact and communication with each customer, and pays attention to their needs. The award-winning Senior Guest Services Executives, Dorothy and Wendy, have successfully Leverage Hang Lung's service spirit.
Wendy Chung and Dorothy Qiu, senior guest service supervisors working at Conlan Residence on MTR Taikoo Station, suddenly received a call from the staff of the Rehabilitation Center during their work, saying that Granny Wong, who lives in Conlan Residence, was absent from the rehab arranged by the home. health treatment.
Wendy and Dorothy have always been concerned about residents with special needs. They know that Granny Huang, who lives alone, is not only limited in mobility, but also has poor eyesight.
The two immediately called Granny Huang to no avail. They felt bad. They immediately went to the mother-in-law's room together with colleagues from the maintenance department, security department and housekeeping department. They found that there was a TV sound in the room, but there was no response when they slammed the door, so they decided to use emergency procedures. Snip the anti-theft lock to enter the room.
After opening the door, she found that Granny Huang was lying on the bed and lost consciousness, so she immediately called the police and sent Granny Huang to the hospital.
After treatment, Granny Huang's condition is stable, and she has since returned to Kanglanju for recuperation.
In order to allow Granny Huang to rest in peace, before she was discharged from the hospital, Chung Wing-shih had arranged for her colleagues in the housekeeping department to carry out a series of cleaning and disinfection procedures for her room. At the same time, she also arranged a wheelchair transfer, and called her to condolence to Granny Huang.
Granny Huang and her family were deeply grateful for her tactful actions that day and a series of considerate services. Granny Huang even pointed out, "If you didn't come to the house to find me, I'm afraid I'll have returned to heaven."
Wendy and Dorothy pointed out that they were able to be so vigilant this time, because in addition to their work responsibilities, they also treated guests as if they were their own relatives. They said, "We have to deal with many things every day, but we have to be careful and careful in every single one of them. Stay vigilant and strive to practice Hang Lung's service spirit of "doing a little more and looking forward". The "Emerald Customer Service Award" affirms our work, and we hope to continue to provide more customers with better service in the future, and even surpass it Their expectations are to bring unique experiences to customers.” In addition to the elderly living alone like Granny Wong this time, Hang Lung has also cooperated with the Hong Kong YWCA to provide frontline staff with training courses on cognitive impairment services to improve their awareness of Awareness of cognitive impairment and the ability to provide better services to patients.
Wendy (middle) and Dorothy (right) presented the "Emerald Customer Service Award" to Wendy (middle) and Dorothy (right) on the day of the award ceremony.
Wendy and Dorothy said that in order to adhere to the company's "customer-oriented" philosophy, they will continue to treat customers with heart and extend the customer service spirit to the community.
Make guests feel welcome
Liu Yifan, an assistant sanitation cleaner, did not need to "face customers" originally, but with the "people-oriented" company culture, she did her best to treat every customer, and finally made the guests feel at home and successfully obtained "green". Gem Customer Service Award".
Another winner is Liu Yifan from Tianjin 66 Plaza, who works as an assistant for sanitation cleaners.
Yifan won the award because of her enthusiasm for treating guests as a close friend and her attitude of putting herself in the guest's shoes. At that time, she was following up the cleaning of the exterior curtain wall near the staff passage. She took the initiative to understand the needs of the two guests who were watching, and found that two A lady from Tangshan is a photography enthusiast. She came across the "Spiderman" (exterior wall cleaning worker) and wanted to take a picture for them, but she was unsuccessful due to the problem of lighting and shooting angle.
Careful Yifan understood the two ladies’ love for photography, and took the initiative to recommend the cultural relics and ancient buildings and professional photographic equipment shops in the shopping mall to the guests, and exchanged contact information with the guests, so that the guests can visit Tianjin 66 Plaza for the second time. Get the photo you want.
The two guests were pleasantly surprised: "We have traveled through cities big and small, and the service at Tianjin 66 Plaza is super-first, and we have never experienced such attentive service."
Yifan said: "Hospitality is my purpose of serving every customer, and every Hang Lung employee has the responsibility to practice the concept of "customer-oriented" and the company culture of "people-oriented". By carefully observing the guests and communicating with them more, I can identify their expectations and needs, so as to provide more thoughtful and satisfactory service to the guests. I am very encouraged by this award, and I hope that I can continue to use my own practice in the future to influence the people around me. Colleagues, we will work together with you to provide better service to more customers.”
The Hang Lung "Emerald Customer Service Award" awards ceremony recognized the winning frontline staff's "customer-oriented" service attitude.
(Information and photos provided by customers)
