Whether it be face to face, over the phone or via email, good customer service needs be at the heart of any business model, if the business wants to be successful, says Convey Advertising, the main sponsor of the 49th Hong Kong Management Association (HKMA) Distinguished Salesperson Award (DSA) programme.

“Excellent customer service is important to a company of any size and in any industry because it is often the main point of contact a customer has with an organisation,” notes Terrance Yue, executive director at Convey Advertising. “Service that connects with the customer helps to generate loyalty and can solve problems smoothly, or simply make the customer feel they are having a better day,” adds Yue, pointing out that a company with excellent customer service is more likely to attract repeat business and thus might reap increased profits.

As a city recognised for the quality of its customer service, it is important to recognise the professionals involved. “A lot of the award winners are young Hong Kong people and the contribution they make to Hong Kong deserves appreciation,” says Yue, who believes that creating a work environment where customer service is a top priority can lead to improved employee morale and make employees feel good about what they do.

Yue also says that while technology can streamline tasks, reduce costs and boost efficiencies, a salesperson can engage in a conversation in friendly and helpful manner and make a lasting impression. Yue says the concept of delivering excellent customer services at Convey begins by establishing a thorough understanding of customers’ needs and providing services that exceed their expectations.

“Ultimately, what matters most to us is how we serve our clients every day,” says Yue. “Our focus is on providing our clients with the great service they deserve,” he adds. 

This article appeared in the Classified Post print edition as Striving for excellence.