From Customer Service Excellence to Customer Service WOW
20 September 2010 - 10:11PM
Having been with Hong Kong Broadband Network (HKBN), a wholly owned
subsidy of City Telecom (H.K.) Limited (HKSE:1137) (Nasdaq:CTEL),
for over three years, there is this one thing that I will always
tell my friends -- At HKBN,
"We Don't Do, We Out
Do." From shattering the International Telephony monopoly
in the early 1990's, to the launch of the outrageous (so it seemed
at the time) 100Mbps and 1000Mbps services in 2004, way ahead of
the industry, we always strive to "Out Do." As William Yeung, our
CEO said, "In life, some just talk the talk, others try walk the
talk. At HKBN, we run the talk!"
In running our talk, we also take a different approach to
customer service. To us, traditional customer service
excellence is about doing expected things well, but we strive
beyond this, i.e. we aim to achieve customer service WOW by
exceeding our customer's expectations.
We have put together a compilation of compliments from
customers who have been WOWed by our colleagues. This
compilation can be downloaded at
http://reg.hkbn.net/ctigroup_admin/files_upload/ComplimentBooklet_E.pdf
During our compilation, we found that some Talents are indeed
more WOWing than others. For instance, Winfield Wong, Service
Technician, who joined our company less than 12 months ago, has
already received over 30 compliments from WOWed customers. Through
this compilation we aim to spread Winfield's and other outstanding
colleague's WOW DNA throughout our whole company. Going beyond
a compilation of compliment letters, we interviewed our most WOWing
Talents to investigate their Tricks-Of-Trade.
From the interviews, we learnt that "WIN-WIN-WIN," i.e.
Customer-Talent-Company can be achieved through basic magical
touches such as face challenges without fear, identify customers'
needs with patience and offer solutions by thinking in customers'
shoes. Just as we have learnt many great lessons from our Talents
from the frontline, we hope the following Tales and Tips would
inspire you and your Talents as much as they have inspired us!
Cindy Fan Senior Manager, Customer Care & Service Support
Customer Engagement Department Direct Line: +852 3145 5119, Email:
cindyfan@hkbn.com.hk
About City Telecom/Hong Kong Broadband Network
Limited
Established in 1992, City Telecom (H.K.) Limited (HKSE:1137)
(Nasdaq:CTEL) provides integrated telecommunications services in
Hong Kong via its own self-built fibre network. City Telecom's
wholly-owned subsidiary, Hong Kong Broadband Network Limited
(HKBN), is the fastest growing broadband service provider in Hong
Kong. HKBN offers a diversified portfolio of innovative products
that service over 1,027,000 subscriptions for broadband, local
telephony and IP-TV. The Company has built a solid market position
with top-of-the-line applications and practices enabling it
substantial growth. The company takes great pride in
developing its over 3,000 Talent force into a competitive
advantage. Additional information on City Telecom can be found at
www.ctigroup.com.hk.
CONTACT: City Telecom (H.K.) Limited
Corporate Communications
Ms. Jessie Cheng
+852 3145 4118
Fax: +852 2199 8372
chengcm@ctihk.com
Investor Engagement
Ms. Peggy Chan
+852 3145 6068
Fax: +852 2199 8655
investor_engagement@ctihk.com
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