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.