Electronic & Electrical Appliances/Telecommunications; A positive attitude helps dedicated staff to reach their goals
ALL STAFF AT SmarTone-Vodafone have proved that they can offer products that enable people to communicate efficiently.
Gary Chan, winner of the Supervisory Level award, stresses the importance of engaging a customer in conversation.
'Understanding customers' needs, thinking about the best way of meeting their needs and treating customers in a personal and engaging way so that they feel special is very important,' the telecommunications retailer's North Point branch assistant supervisor said.
Derek Yeung, his colleague from the Causeway Bay outlet, also realises the role of communication. The Junior Frontline winner said that to provide good service you had to have a positive attitude, outstanding communication skills and should think more and do more for customers during the interaction, with the goal of bringing them a total customer experience.
Both employees cited examples of how they helped unite customers with relatives. One man was delighted to hear from Mr Chan that he could assign a specific ring tone that rang when his granddaughter called him. One woman, courtesy of Mr Yeung's clear understanding, was able to recommend a video phone so that she could feel closer to her mother while she stayed in hospital after an accident.
