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. 

Published on 14 Jun 2016

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Peter Lam

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