Cultivating The Spirit Of Hospitality

When it comes to customer service, what kind of an attitude do customers value?

Steven Kwong, who has been in the retail industry for over a decade, was the Gold awardee of the Outstanding Quality Tourism Services Merchant Service Staff Award 2022 (Frontline staff) (Jewellery & Watches).

People-first culture

He offered his perspective on the topic, saying: "These days, having a people-first attitude that exceeds the customers' expectations is a matter of utmost importance."

While presenting watches to customers with his professional knowledge of timepieces, apart from focusing on sales, Mr Kwong explained that he went the extra mile by learning watch-repairing skills.

"In the past, we had watchmakers in our shops, but many have retired. Since there are different watch brands, there are many ways to adjust watch straps and many techniques on changing the batteries. I have taught myself relevant skills to assist the customers," he said.

Suet Chiu, who has worked in a fast-food chain for over a decade, was the Gold awardee of the Outstanding Quality Tourism Services Merchant Service Staff Award 2022 (Supervisory Staff) (Western Cuisine). She pointed out that she learnt a lot by putting herself in her customer’s shoes.

"These days, in order to achieve a positive service attitude, we have to see things from the customers' perspective."

Despite the fast pace in fast-food restaurants, Ms Chiu explained that she was able to connect with the customers by attentively observing their needs.

"If we just say "Hi" and "Bye" as waitstaff, it lacks warmth. We need to observe the customers first-hand to anticipate their needs.

“We go the extra mile by showing our customers that we care, such as handing them a tissue or a glass of water when they cough. It is all about conveying warmth and ensuring that the customers can feel it." 

Revised criteria

Currently nearly 8,000 outlets across Hong Kong are accredited by the Quality Tourism Services (QTS) Scheme. The figure is an increase of over 300 outlets compared to last year.

The Tourism Board has amended the assessment criteria for the scheme this year, including “enhancements in service levels through technology,” such as the ticketing platforms and electronic payment methods provided by merchants, and "integration of customer feedback channels," which covers the merchants’ use of social media and offline platforms to gather customer opinions.

The Tourism Board has also adjusted the overall scoring and increased the weighting of service quality such as staff appearance, customer service attitude and staff training.

Deputy Executive Director Becky Ip noted that the feedback from the industry was positive.

"Previously, more emphasis would be on the accuracy of pricing and selling no fake items and merchandise. We have increased the weighting of service quality by 50 marks, from 350 to 400, particularly on the service standards for merchants to be assessed or to be credited as QTS merchants," she said.

Ms Ip further stated that while Hong Kong people tend to be direct in their speech, they should consider how to make the tourists feel welcome by providing excellent customer service professionally.

Extra effort

Under Secretary for Culture, Sports & Tourism Raistlin Lau emphasised that nowadays, while visitors prefer in-depth visits to different parts of the city and enjoy befriending local people, residents can also embrace the concept of "Tourism is everywhere in Hong Kong" by going the extra mile to foster hospitality.

"We should get ready to properly receive our visitors, offer them warm regards, welcome them, and offer help to them whenever possible. The most important thing is that you should regard the visitors as your friends and make them feel at home.”

He added that the recent launch of the Hospitality Campaign by the Government was not meant as a critique of citizens' attitude, but rather a simple reminder to show kindness to visitors to help the city maintain its positive image.