Service-Philosophy

Customer Service Excellence

Putting customers first is a priority to everyone in our company, and it is not limited to mere after-sales services or maintenance works.

Our colleagues' ability to handle situations professionally and to take matters at heart, have enhanced the goodwill of the company.

For this issue, we have invited colleagues from various companies and jobs to share their true stories of good customer service.

Think in the Customers' Shoes

"Mr. Lee, do you know both elevators are out of order at the same time? Do you know the residents have been scolding me? Why aren't technicians on site?"

The building supervisor was barking on the phone before I could say hello. I found out that our technicians were actually there repairing and wondered what made him so mad?

Ten minutes later, one of the elevators resumed service and the other close to completion. So I gave the supervisor a call. He was obviously relieved and said, “I knew your technicians were here, but the residents were jumpy and kept asking questions. If you had sent a lot of people running around, it would look like we were really doing urgent repairs.”

So he was not really worried about manpower, but had only wanted to appease the anxious residents by showing them that a lot of resources and efforts were there to solve the problem.

Sometimes we thought that customers complain for the sake of complaining, but this incident made me understand that our customers also have to withstand pressure from their customers too. We cannot just look from a technical perspective, and should communicate, understand and cooperate with our customers to solve problems.

Listen with Patience and Care

One Sunday afternoon, I received a call from a building supervisor and an anxious dog owner about her dog being trapped in the elevator. The dog owner was busy checking her text messages, and left her dog inside the lift and the door was stuck. I immediately called the emergency repairs team who hurried over to repair the door. As one of our colleagues is also a dog lover, we stayed on the phone to comfort the dog owner. The dog was rescued in no time.

The dog owner called the next day full of kind words and praises for our efficient service and caring attitude. Getting positive feedback is a real encouragement.

Safety First Despite Pressure

It was New Year's holiday. I was watching news on television at home, when was shocked to learn that a customer building was on fire. The phone rang, a EMSD inspector informed me that the fireman's lift in that building was out of order. I was really concerned so I called my colleague on duty and found out the fire broke out at night, our repair team had arrived at dawn and commenced repair works once the building reopened at noon.

Office work would resume the next day, so it was a race against time. Since safety cannot be compromised, the team elected to focus on the less affected elevators, worked through the night to restore them. Eventually, two elevators were repaired first, with the rest within the next few days. The building management company was very appreciative of our efforts and sent us a commendation letter.