Hang Lung introduced its Customer Engagement Initiatives (CEI) this year with the aim of enhancing our service standards and providing customers with exceptional service experiences while adhering to our principle of “customer-centricity.” For this edition of Connections, we spoke with two Service Delivery colleagues who actively participated in the CEI program. They participated in scenario training and role-playing exercises to perfect their customer service skills and inspire their colleagues to raise their overall work standards.

According to Sophia, the CEI program is designed to establish consistent service standards that align with those of five-star hotels. This ensures that colleagues understand and implement a level of service that is on par with luxury brands, adhering to professional benchmarks. The program incorporates instructional videos, facilitating better comprehension and a deeper understanding among frontline staff. 

Sophia emphasizes that exceptional service goes beyond maintaining a clean environment; it encompasses intangible elements such as demeanor and grooming. Some colleagues may initially need help expressing themselves and initiating customer interactions. To address this, Sophia and her colleagues lead by example, directly greeting the cleaning staff during their patrols. By doing so, they serve as role models and guide their colleagues on effective ways to greet customers and engage in polite interactions. 

Sophia highlights the use of scenario training, which employs visual learning through pictures and videos to help colleagues grasp the specific requirements and attention to detail expected in service provision. Role-playing exercises and group activities are also employed, allowing colleagues to assess each other’s grooming standards and provide feedback on any blind spots, ensuring meticulousness in every aspect.

When asked about a memorable experience, Cassie recounted a story involving a “treasure hunt” in the garbage pile. It turned out that a tenant had lost a critically important document containing business licenses for numerous companies. When the tenant approached Cassie three days later, they had no leads. Determined to assist, Cassie and her colleagues meticulously reviewed all CCTV footage from the past three days, including blind spots. Eventually, they discovered that a courier had dropped the document during the delivery, and the cleaning staff mistakenly disposed of it as trash. Cassie hurriedly searched the garbage room, and although the cleaning staff couldn’t recall the incident, they mentioned a small storage room where Cassie could independently investigate. Fortunately, Cassie located the document and the tenant expressed immense gratitude, even presenting her with a pennant. “At the time, even though the odds of finding it seemed slim, I held onto a glimmer of hope. I was genuinely happy to have been able to assist the tenant.”