NGOs Draw on Service Excellence from CLP Customer Service
Customer loyalty is developed through the establishment of mutual relationship and deep understanding of customers’ needs. It is of same importance for the NGO practitioners to better understand their service users, so as to meet the increasing demand of quality by the service users. In view of this, HKCSS and CLP Power Hong Kong Limited collaborated to organize a visit to the CLP Customer Interaction Centre on 11 April 2008, some 50 front-line practitioners of more than 30 non-profit organizations joined this event.
In the visit, Ms May Kwan, Manager of the CLP Customer Interaction Centre briefed the participants about the centre operation and customer service management. Customer satisfaction is a significant indicator for measuring the level of service excellence and for designing value-added services. CLP has been putting efforts in the following 9 aspects for performance monitoring in its customer service, notwithstanding the well versed management system:
- Call Monitoring
- Customer satisfaction Survey
- Customer Response Tracking
- Mystery Shopper Program
- Benchmarking Study
- Customer Focus Groups
- Customer Consultative Group and Local Customer Advisory Committees
- IVRS Feedback System
- Appreciation and Complaint Letters
According to Ms Kwan, the continuous improvement efforts made by the staff initiated Quality Control Circle activities have been significant. It could be seen by the innovative and practical suggestions raised by employees through inter-departmental competitions, series of discussions and experience sharing sessions. The activities have also enhanced performance efficiency, service quality as well as sense of belonging and satisfaction of the team members.
During the visit, a tour in the Customer Interaction Centre was arranged. The office is spacious and comfortable with the adoption of an open office design with bright and warm coloured furnishing. It helps improve the communication among colleagues. In the centre of the office , a big screen displaying the real time performance of the hotline was erected, it serves as be a quick reference for the management on the performance of the centre .
This fruitful tour has helped the participants get insights into the service standards enhancement and employee motivation, it has also highlighted the correlation between productivity and work-life balance. It was a stimulating experience for NGO practitioners to learn from the best practices of CLP on service excellence.
The briefing of the CLP customer service operation by Ms May Kwan, Manager of the CLP Customer Interaction Centre
Continuous improvement efforts were made through the staff initiated Quality Circle activities
An open office design is adopted by the CLP Customer Interaction Centre, communications among colleagues have been enhanced.
The hotline performance is clearly displayed on the big screen in the Centre
Participants were active in getting tips on customer service management
A souvenir was presented to Ms May Kwan by Mr Cliff Choi, Business Director of HKCSS