Video

HKT Experience Sharing: Transaction to Engagement

There is a need to understand different needs of customers and motivate them at different time and situation. 

Whenever there’s end-to-end problems detected, the immediate need to understand the entire context and then resolve the problem is essential. However, telco providers cannot go at it alone. 

PCCW-HKT does it via two types of engagement strategy – engaging the customers, and engaging their service staff. 

Engagement strategy: Customer: PCCW-HKT endeavours to provide the best customer service in every customer engagement, every touchpoint 

Engagement strategy: Best staff: PCCW-HKT holds hundreds of workshops to increase service culture among their staff. 

*Please login to access to video.


Aired on 14 Jun 2016

43.08MB Video file

13 have downloaded this

More Downloadable Videos

Hi there, reach out to us anytime and we’ll happily answer your questions.