Connections Dec 2023 SC

Sophia （第三排右二）表示 ， CEI 培训通过图片和视频学习及场景演练 ， 让同事 形象化地了解服务要求的规范性和细致度 Sophia (3 rd row, 2 nd from the right), emphasized that the CEI training employs visual learning through pictures and videos, along with scenario-based exercises, which enable colleagues to develop a concrete understanding of the standards and intricacies required in delivering exceptional service #HangLungPeople 同时 ， Sophia 也会将需要改善的 细节 ， 包括工作场景 、 制服和工具 等拍照制作成影片 ， 在早会时一起 与同事讨论 ， “透过这样的互动 ， 大家更清晰地了解到自己可以精益 求精的地方 。 ” Sophia firmly believes that customer service is not a cryptic concept but a dynamic and ever-evolving process that must keep pace with the times. Implementing a standardized template enables colleagues to adopt a clear and organized approach. 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 CASSIE 一言一行要恰当 ， 待人接物需体贴 ， 是谓“以客为尊” 。 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. 卜文怡（ Cassie ） 两年半前加入上海恒隆 广场的客户服务团队 ， 担任办公楼的 客服领班 ， 也是租户的“管家”之一 。 身为地道上海人 ， Cassie 说话不缓不 疾 ， 笑说这是“职业病” ， “当遇到一些 非常棘手的事情时 ， 我们一定要保持 耐心 ， 不能急躁 ， 可能也是工作造就了 我的性格吧 ！ ” Exceptional service goes beyond maintaining a clean environment; it encompasses intangible elements such as demeanor and grooming. Sophia Fan , Assistant Manager – Service Delivery at Olympia 66 in Dalian, has been previously recognized for her exceptional customer service skills, honed during her tenures at renowned five-star hotels. During the launch of Olympia 66, Sophia played a vital role in establishing systematic and professional customer service training. Leveraging her previous experience, she collaborated with department managers to develop and refine the team’s training standards. Sophia also took on the responsibility of training her colleagues to help raise the overall service level within the team. 11 恒 隆 人 H A N G L U N G P E O P L E