Connections Dec 2023 SC

身为“管家” ， 需要每事想得周到 ， Cassie 认为 ， 工作时需要做好每一 项的细节 ， 才能确保品质的一致 ， “ CEI 课程中我们将服务行为模块 深耕到每个工作细节中 ， 例如宾客 从车辆停靠安排开始 ， 到大堂门口 的接待 ， 手势指向的指导 ， 保持 身姿的挺拔 ， 事无巨细 ， 一言一行 要恰当 ， 待人接物需体贴 ， 是谓 ‘以客为尊’ 。 ” Cassie 曾获“中国金钥匙联盟”客户 服务金钥匙荣誉 ， 对于待客之道 ， 别有心得 。 她认为顾客服务是因时 制宜 ， 包括善用科技提升效率 ， 例如公司推出办公楼租户小程式 ， 帮助租户迅速解决一些技术性的 问题 ， 例如是换灯罩预约 、 会议室 租借等 ， 而同事则发挥更人性化的 贴心服务 ， 提升客户体验 。 说到 最难忘的经历 ， Cassie 说是与垃圾 堆里“寻宝”有关 。 原来 ， 曾有租户遗失了非常重要的 文件 ， 里面有数十间公司的营业 执照 ， 向 Cassie 查询时已是三天 之后的事 。 “我们问了不同同事 ， 也没有找到相关文件 ， 于是我决定 到保安室与同事一起回看三天以来 的每一个闭路电视镜头 ， 包括一些 死角也来来回回看个彻底 ， 终于 发现速递员在送货期间把文件掉到 地上 ， 被清洁人员当作是垃圾 运走 。 我连忙跑到垃圾房 ， 但清洁 人员没有印象 ， 只说垃圾房后面有 个小仓库 ， 我可以自己去翻一下 。 ” 皇天不负有心人 ， Cassie 终于找到 文件 ， 租户对此感激不已 ， 还赠送 了她一面锦旗 ， “当时虽然觉得找到 的机会很渺茫 ， 但也抱着一线 生机 ， 帮到租户我也很开心 。 ” Paying attention to every word and action while treating others with thoughtfulness embodies the principle of ‘customer-centricity’. Cassie （中）曾因帮助租户寻回重要文件而获赠锦旗 Cassie (middle) was presented with a pennant for her assistance in retrieving a vital document for a tenant Cassie Bu , who joined the customer service team at Plaza 66 in Shanghai over two years ago, has been working as a supervisor and "butler" for tenant services in the office tower. As a "butler," Cassie believes in applying meticulous attention to every detail of her work to ensure consistent quality, which is a key area of focus for the CEI. Reflecting on her participation in the program, she was impressed by how it integrated the service behavior module into every aspect of her work. This includes tasks like arranging parking for guests, welcoming them at the lobby entrance, providing guidance with gestures, maintaining an upright posture, and so on. Cassie believes that paying attention to every word and action while treating others with thoughtfulness embodies the principle of “customer-centricity.” Cassie was honored with the prestigious “Golden Key” award by Golden Key China for her excellence in customer service. She believes that customer service is adaptable and should embrace technological advancements to enhance efficiency. For example, the company has introduced a mobile app for office tenants, helping them quickly address technical issues such as scheduling lampshade replacements or booking meeting rooms. Meanwhile, Cassie and her colleagues also provide personalized and considerate services to elevate the customer experience. 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.” 12 连 系 恒 隆 CONNECTIONS 12 2023 恒 隆 人 H A N G L U N G P E O P L E