Michael Wong

There had multiple questions and misunderstood about the job and daily work in customer service when I arrived SCS in the first week. I caught up the job duties through the useful training and peer’s patient help in a short period of time and understood the importance. SCS have comprehensive system to help every staff for attaining their job entirely in one’s element. On the other hand, the needs from each customer are unique. We usually need to tackle with some special cases in a more flexible way.

Also, I reminded myself always the promises to my customer and follow up every job actively. The key for success in customer service is “Listen in a respectfully way” personally. We sometimes handle the angry complaints from customers. The main theme to deal with those complaints is to realize what the sources about the problems and put ourselves in customer’s shoe. Then, we need to handle those in a clear direction and flexible solutions. Apart from the admire from my customer, the most happiest things in my daily jobs is that they can remember me and mention by my name for customer service after the first contact by me which started from the first time.

Victor Chow
“Serving the customers straight from our heart.”

I am also part of the customer service team in SCS, our duties are always standing at the frontline and the first ones who deal with different customers. Therefore, the only thing that we can deliver to our customers is the “quality of service”, in order to enhance our service quality, we always have to be conscious, responsible, efficient and confident while delivering important message to our valuable customers.

Sometimes, we may face different challenges during deliveries and we may not be able to solve the problems straight away, however, we won’t feel frustrated, because we are working in a team with other peers, and we will still try our best to figure the problem out for our customers. All we want to do is to let the customer know that we are still here providing support no matter how. Thus, I believe that sometimes showing the customers our strong morale is also as important as our service.  

Last but not least, due to the external environment keeps changing constantly, our CS team concentrates on maintaining our information updated in order to enhance our competitive advantage among the courier industry. Besides, interacting more with our customers is also essential as well, as we are also trying to minimize mistakes occurred and providing them the best service ever. 

During my first few days working at SCS, I was first assigned to handle a R/O (routing order) shipment case, at first, I was very nervous, and I was afraid that any bad circumstance would just happen and end up very badly. However, after my peers cheering me up and teaching me how to work “step by step”. I tried to coordinate with shipper and arrange for the collection and it just went very smoothly and even smoother than what I expected. Finally, the customer was very appreciated with our efficient delivery arrangement and I was also satisfied with my contribution to our team.

Ada Tin
“Customer Satisfaction is Key”

Time flies. I have been working in SCS for more the thirteen years. I have gained lots of valuable experience and learnt quite a lor such as how to meet and exceed customer’s expectations with service that sells. I believe, “Customer Satisfaction is Key!” In doing so, I try to maintain and complete all assigned work in a professional and positive manner. I still remember once I had to provide service to a native English speaker. Although sometimes I do not have much confident in communication English with others, I still treasured the opportunities to improve myself.

“Practice makes perfect”, she gave me lots of trust and support. I am more ready to deal with English speakers now. It is my pleasure to help facilitate and build a positive relationship with our valued customers.

Karen Chan
“Service = Straight to the point”

Each customer need is different. I deeply appreciate the company to work for four years to give customers quality service, must have a clear understanding of customer needs. Prosperity and development in Hong Kong, Hong Kong\'s increasing demand for courier companies, small and medium enterprises are the light of their requirements, and selecting the appropriate courier company, and even some small and medium enterprises having regard to price and selection of different courier companies. I have had contact with a relatively small clothing company. She previously used the larger of the courier company to send samples to the UK identified. I do not know that because one day she made to our queries about the service delivery to the UK. She has learned not 15 minutes in the UK to send our parts to the general operation and even use our companys express delivery service up to now has become of our valued clients.

This can be seen by the SCS customers are well aware of the price may not be the cheapest, not necessarily the largest known, but eventually selected SCS is because our customers have a clear understanding of the customer service team and quickly solve all problems. Can be described as "fast and accurate," the attitude to serve the public.

Catherine Tsoi
“Understand it, follow it smoothly.”

“Courier” this word usually makes people come up an impression of “Speed”, every shipper wants their goods received by the correct consignee on time when they sent out their documents or goods. However, reality would not always go as smooth as what we expected, and there are always factors that we may not be able to control. When mistakes arise, our customer service team must try to understand the situation and provide relevant supports. Meanwhile, we are responsible in delivering the clearest and most updated information to our customers until the problem solved thoroughly.

The most remarkable experience for me is that the volcanic eruption happened at Iceland, our customer service was nervous by that time as a lot of our customers’ goods were urgently needed for exhibition purpose. However, lots of our shipment have been delayed due to this such a big disaster, nevertheless, it is getting better until the U.K. airport started getting recovered increasingly later on, and our company also tried our best to obtain sufficient flight vacancies in order to deliver the goods to the customers more quickly.

Zoe So
“Listen-up Carefully & Follow-up Professionally.”

I’ve been working in SCS for 18 years unconsciously, one of the major and important duties of “Customer Service” is to solve problems and minimize loss for customers. Accumulated years and years’ experiences have brought me even more ways and tactics for problem solving!

As remembered once there was a customer waiting for the whole set of dining utensils shipping from overseas for their dinning purpose with hundred tables in H.K. However, these such a big quantity of parcels were suffering clearance problem at the H.K Customs, and the customer was very anxious at that time, he even kept calling us for tracking in every 30 minutes. We had already tried out every workable way and network to help releasing the parcels from the H.K Customs by 4 p.m., afterwards, we arranged our driver to ship the parcels straight to the dining spot and the customer finally received the parcels by 5 p.m.

Every time I feel that the biggest encouragement and motivation is that when customers feel that they eventually can lay down the big stone from their heart plus a sincere “Thank you”.