PCCW's technical and customer service arm Cascade pours out resources to streamline the workflow
CUSTOMER SERVICE standards in Hong Kong are generally high, but there is still room for improvement, according to Chan Wing-wa, managing director at Cascade.
'Companies can do better, especially by developing frontline staff with a customer service mindset so that they always put the customer's interests first.'
Although better customer service costs money in the short term, the added expense can usually be recovered through greater efficiency.
'Better customer service, in fact, always costs money,' Mr Chan said. '[But] when service quality improves, mistakes can be avoided. The result is the saving of money.'
Cascade is the technical and customer service arm of PCCW. Founded in 2003, the Hong Kong-based company provides telecommunications services, serves as a technical consultancy, and designs and builds network infrastructures. It has a workforce of 3,000 technical experts and consultants.
