KMB Keeps Enhancing its Customer Service

To enhance the professional image of KMB staff and to foster a quality service culture throughout the company, KMB puts a great deal of effort into maintaining the high levels of its customer service, providing a variety of ongoing staff training seminars and workshops. Starting this October, KMB is organising a large scale training programme with the theme "Service from the Heart". Involving the participation of around 10,000 frontline and support staff, the programme will feature 50 seminars and more than 300 workshops, which will reinforce the essentials of customer service and develop an even friendlier and more sincere service attitude towards customers.

The new programme was launched on 5 October 2009. All KMB inspectors, terminus supervisors, bus captains, service coordinators, customer service representatives and maintenance staff will attend a three-hour seminar. In each seminar, current trends in quality service and exemplary experience in various service industries will be shared. KMB staff will thus be able to understand the higher expectations customers hold as living standards continue to improve and the service industry plays an even greater role in the local economy.

KMB has been providing a variety of customer service training opportunities to enhance service performance. The new programme will place more emphasis in developing a proactive working attitude and a positive mindset when serving customers. Participants will learn to be more considerate, caring and empathetic, and will be taught to appreciate the value of a sincere smile when dealing with customers. Special communication techniques will also be shared in the seminars to encourage the customr's feelings to be taken into account on bus journeys.

Mr. Lau Shui Man, a KMB inspector who attended the seminar on 5 October 2009, said, "I learnt many customer techniques which can help me to do much better in my daily work." Bus captain Chin Shu Wing, another participant, said, "The seminar helped me understand passengers' expectations of our services. I learnt that a sincere smile and a caring attitude can foster a better relationship between bus captains and passengers, making for a more pleasant atmosphere on board."

To optimise results after the first stage of the training, each participant will join a three-hour workshop starting in January 2010. Group discussions, role-playing games and case studies will be used to reinforce the customer service techniques learnt by each participant. KMB will conduct follow-up coaching and regular reviews to ensure the integration and consistent application of quality service concepts in real job situations. After reviewing the programme, KMB will train selected staff as in-house trainers who will be responsible for conducting the training sessions for other staff on an ongoing basis.

Both Bus Captain Chin Shu Wing (Left) and Inspector Lau Shui Man believe that the customer techniques learnt in the seminar of "Service from the Heart" Programme can help them to perform much better in daily work.