As a service provider, we understand that customer service plays an increasingly important role in the decision-making process for purchasing goods. Our Customer Service Center (HSC) is committed to continuously improving the quality of our services and providing customers with trust and professionalism.
HPT Customer Service Center has been constantly improving the quality of its services and taking customer satisfaction as our top priority. In 2011, the center was renamed to HPT Customer Service Center (HSC). This name change reflects the center's renewed commitment to customer satisfaction and business effectiveness.
Looking back over the past year, the HSC team has worked hard to improve the quality of its services. We hope that our products and services will leave a lasting impression on our customers. Each individual at HSC is committed to the common goal of "always providing satisfaction and trust to customers."
To achieve these goals, we first recognized that we must change ourselves first. This includes improving the work environment to create a more professional and creative space for employees. In the second and third quarters of 2011, the entire reception area and office space of the HSC in Ho Chi Minh City and the Hanoi branch were renovated. The reception area, repair and maintenance rooms are all clearly divided into different areas, reflecting professionalism and spaciousness, creating a sense of familiarity and peace of mind for customers. In addition, HSC also has a small relaxation corner for employees to rest, read newspapers, etc., to improve the working spirit and entertainment for employees.
One of the factors that helps us bond with each other in work and life is internal communication through the "HSC internal information portal". This communication environment is built on the eportal system. On this online communication platform, all general activities of the company and its branches, even work processes, work schedules, meeting schedules, documents, and experience sharing are updated continuously, creating a sense of connection, helping employees easily understand their work, grasp the business situation and the company's common goals to strive for.
With this goal in mind, we encourage employees to constantly improve their understanding of products and services. When employees have a certain understanding and love for their work, they will be more creative and conscious in the process of serving customers, putting customer interests first.
In addition, we create a professional style from the smallest things to build our own consistent and consistent standards.
Work hours: We always have measures for employees who frequently violate company regulations to eliminate individuals with lazy, slow, and poor work consciousness.
Keeping one's word: keep promises and be honest in speech "do not be late for customers, if you are late for any reason, please call to inform."
Communication: the words and greetings are built according to a common script: phone, in person, email.
Appearance: change from clothing, work style, work style (tools and utensils used when working, how to write minutes) must comply with the HPT brand identity system. For us, the brand plays an important role in creating a good image in front of customers.**
To increase competitiveness and enhance the added value of service quality to customers, surpassing competitors, HSC is gradually improving outdated processes and working methods. Instead, professional processes that can be measured and evaluated are applied rigorously in the overall business of the center, creating trust when customers choose to use HPT services. In addition, the HSC team is in the process of rebuilding the Customer Service Support (CSS) program; building a Contact Center system, which is an effective tool to help us provide more attentive and thoughtful customer care; constantly building software and service identity, bringing out specialized products. And one important thing that we always want to aim for is that customer care becomes an indispensable and most important part, with a specific plan for 2011 and the years to come.
In November of this year, we will have a customer visit program to survey customer satisfaction with the services that HSC provides, in order to improve the quality of service and better meet the needs that customers are expecting. In addition, HSC has been and is gradually investing resources, creating competitiveness, and moving towards building service standards, knowledge standards according to the ITIL standard (IT Service Management and Evaluation Standard).
HSC always wants to create a good impression of quality and professionalism with customers in the future and strive to become a leading service provider in Vietnam, and even more ambitiously, it is an image to promote the HPT brand effectively. With this article, in addition to the goals that we are striving for, HSC also hopes to receive feedback from the Management Board, all staff to improve the services of HSC more and more perfect.