ARE SMILING customers an endangered species in Hong Kong? A former colleague of Teresa Ko Mei-sze insisted they were, but the UPS Parcel Delivery Service major account manager has made it her business to prove the view wrong.
Hongkongers were under huge pressure at work and lived in the 'busiest city on the planet' but still came up smiling when others shared their difficulties, said Ms Ko, who is one of three DSA award winners from UPS.
'Sometimes I pretend [I am] a psychologist in the logistics field. Patience, promise and understanding are my magic medicine to heal the customers ... I have seen more and more happy, smiling faces around me every day,' she said.
She said it was important not to use 'hard sell' tactics on new customers. 'They prefer you to listen ... and then offer them creative solutions.'
Customers' smiles and trust are important motivators for Ms Ko, in addition to her salary.
UPS strategic account manager Rita Lau Mei-ching learnt vital lessons in customer service from a former colleague in the hotel industry who received more letters of appreciation than anyone else.