The world's local bank
Winning Stories of 2006 Super Local Hero Awards
A strong sense of responsibility and genuine service exceed customer's expectation
An impressive, dynamic and diligent service experience
Smart eyes in detecting a deception case
Devoted service with enthusiasm and professionalism
Timely response with professional knowledge in resolving customer's matter
Detecting a deception case with vigilance
Persistence and care for customer's well being
Tending to customer's queries with patience and understanding
Exercising teamwork in addressing an issue
Going the extra mile to get the job done
Solving customer's problem with flexibility and efficiency
A strong sense of responsibility and genuine service exceed customer's expectation
Linda Lau (Customer Relationship Manager) & Fiona Pang (Counter Service Officer) - The Westwood HSBC Premier Centre
One day, Fiona received a call from Mr Lau who was seeking Linda's help urgently as his daughter had a fever and was admitted to a hospital. He didn't know how to deal with the situation all of a sudden. Fiona showed her empathy and promised to advise Linda to return his call immediately. Her initiative and sincere attitude comforted Mr Lau in the first instant. Afterwards, Linda contacted Mr Lau and advised him the hospital admission procedures. To show her concern, Linda visited him and his daughter at the hospital at night and handled the insurance claim for him. Mr Lau was very impressed and thanked them for their care, sincerity and strong sense of responsibility.
An impressive, dynamic and diligent service experience
Philip Chan (Financial Planning Manager) - The Westwood Branch
Mr Lee who is a typical Hong Konger, working day and night, travelling all over the world frequently, tends to overlook the needs of his family. After understanding his situation, Philip tailor made a flexible and comprehensive protection plan to suit his needs. To help Mr Lee fully understand the details, Philip used interesting examples in explaining to him enthusiastically and patiently. Philip was very thoughtful to ensure customer's satisfaction. During the application process, since Mr Lee was not in Hong Kong most of the time, Philip visited his home many times on Saturday night and Sunday to explain the details of the plan. Mr Lee was deeply impressed by Philip's professional and diligent service.
Smart eyes in detecting a deception case
Vincci Lai (Counter Service Officer) - Amoy Plaza Branch
One day, an elderly customer, Mrs Lam requested to deposit HK$20,000 to her son's savings account. With Vincci's high alertness and attentive listening, she suspected that it was a deception case. She proactively enquired and checked the account details with the customer. She then reported the case to the Customer Service Manager, Ms Charlotte Hong for further assistance. After confirming that Mrs Lam's son was safe, they helped to deposit the fund into the customer's own account and suggested accompanying her home. Her son then wrote a commendation letter to thank their genuine care which helped to calm his mother.
Devoted service with enthusiasm and professionalism
Sera Ching (Financial Services Officer) - Tsim Sha Tsui Branch
Mr Turner wanted to open a PowerVantage account in joint names of himself and his wife, and to complicate matters his wife was not in Hong Kong but back in Australia. To address customer's needs, Sera worked out all the logistics, completed many forms for Mr Turner and his wife to sign back in Australia. A few days later, Mr Turner came back for a pre-arranged appointment with Sera but unfortunately her neck and arm were injured in an accident. Knowing that Mr Turner was leaving Hong Kong that afternoon, Sera met with him on time to complete some final matters. Mr Turner was very satisfied with Sera's professional service with high degree of enthusiasm and dedication.
Timely response with professional knowledge in resolving customer's matter
Michelle Chung (District Sales Support Officer) - Kowloon HSBC Premier Centre
Rainbow Law (Assistant Operations Manager), Kitty Lam (Operations Section Head), Chan Hing Fai (Assistant Operations Section Head) & Emily Leung (Assistant Operations Section Head) - Payment Services, Network Services Centre
Mr Mehmood had made a mistake in the amount of Telegraphic Transfer payment which should be USD 9,875 instead of USD 98,751. The customer was not aware of the mistake until the fund had been transferred to The Bank of China in the Mainland. He then requested for a cancellation but the procedures were complicated and challenging. Our colleagues from the branch and Payment Services Department took prompt and timely actions to locate the remitted fund. Besides, they also provided professional knowledge on refund of remittances from China and closely followed through the case. Mr Mehmood was deeply impressed by their professionalism and helpful attitude.
Detecting a deception case with vigilance
Daisy Ip (Customer Service Manager) & Sandy Chuk (Customer Relationship Manager) - Tuen Mun Town Plaza Branch
Joanne Yeung (Assistant Manager Banking & e-Fraud Risk) - Regional Security and Fraud Risk
The Fraud Risk team discovered some suspicious transactions in Mrs Szeto's account and suspected that she was involved in a phone deception case. Upon receiving the message, Daisy contacted Joanne of Fraud Risk team immediately when the customer visited the branch again for further withdrawal transactions. Mrs Szeto was very nervous talking on her mobile phone and she refused our colleagues' assistance. Joanne then suggested seeking assistance from the police. Sandy tried to comfort Mrs Szeto while waiting for the police. After thorough investigation by the police, the customer confirmed that her son was safe and believed that it was a deception case. Mrs Sezto was appreciative of our colleagues for their observation and decisive action which protected her from any loss.
Persistence and care for customer's well being
Regina Tsang (Division Sales Manager Financial Planning) - Hopewell Centre Branch
Regina has been providing financial and insurance planning service to Mr Wong, a container truck driver travelling between Hong Kong and the Mainland, for more than 5 years. During the SARS period, Mr Wong was suffering from some financial difficulties and even scolded Regina for the insurance plan being useless and urged to terminate it. Regina didn't give up and eventually arranged a meeting with him. After some discussions, she suggested Mr Wong to terminate some additional coverage only so that he could enjoy protection during the tough period. Last year, Mr Wong suffered from a serious illness and he was grateful for Regina's thoughfulness in following through the insurance claim and treating him as a friend.
Tending to customer's queries with patience and understanding
Abby Leung (Financial Services Officer) & George Chong (Financial Planning Manager) - Jade Plaza Branch
One day, Ms Kwok came to enquire about the latest interest rate on mortgage loan. Abby was patient to explain the pros and cons of interest payments offered by different banks. She was also proactive in reminding Ms Kwok of the extra charges on mortgage refinancing. Besides, she even home delivered the documents to the customer's husband for signature after office hours since they are living in the same building as her. While applying for mortgage refinancing, Abby introduced George to Ms Kwok. George explained clearly different banks' insurance products and let her know the importance of insurance. To help her fully understand the protection of her existing insurance policy, George analysed the details and suggested other alternatives to her. Ms Kwok was satisfied with the positive attitude of Abby and George as they always have customer's interest at heart and do not hard sell the products.
Exercising teamwork in addressing an issue
Rocky Tam (Operations Manager), Susanna So (Operations Section Head) & Annie Leung (Operations Officer) - Credit Services, Network Services Centre
Rocky received a call from Mortgage Credit Services (MCS) at 7:15 pm one day, 2 hours after office hours, asking for help to issue an offer letter before 9:00 pm so that the branch could obtain customer's signature for loan drawdown on the next day. Rocky showed her enthusiasm and promised to make special arrangement without hesitation. Moreover, Susanna took the initiative to check the details and found that the guarantee document prepared by MCS was also required. To avoid any missing information which might delay the drawdown, Annie earmarked the field to draw the handling parties' attention. They fully demonstrated teamwork spirit and gone the extra mile by checking documents in advance for this utmost urgent case and followed up the matter very closely. Their understanding and willingness to help even after office hours won the customer's heart.
Going the extra mile to get the job done
May Ma (Senior Operations Assistant) & Joyce Kwong (Operations Officer) - Management Services, Network Services Centre
May was very proactive and helpful. When she knew that her supervisor Joyce was negotiating with the courier company on the unreasonable service charge quoted for delivering a letter to a customer in Tuen Mun after 5:30 pm, May volunteered to deliver the letter on her way home after office hours as the recipient's address was close to her place of residence. Though May has lived in Tuen Mun for many years and is very familiar with the location, Joyce proactively kept contact with May until the document was delivered to the customer. The customer was very satisfied and appreciated Joyce's flexibility and May's proactiveness in owning the problem.
Solving customer's problem with flexibility and efficiency
Serine Cheung (Operations Manager) - Customer Account, Network Services Centre & Rebecca Hung (Operations Section Head) - Payment and Cash Managment
Owing to some special reasons, a customer's company account was closed. Since there were two containers of goods being transported to Hong Kong by sea, the customer had no choice but to open a new company account by submitting another set of documents again. As the customer was not aware of the new requirements for account opening, incomplete documents were provided. Serine and Rebecca understood the urgency, they accepted all necessary documents which were certified by HSBC Johannesburg office via email for account opening first with the original documents to be sent by mail. The account was opened in a short period of time, and they also assisted the customer to contact Trade Services Department to open the account for L/C settlement. With their flexibility and patience, we were able to keep this valuable customer.
Responsive and efficient service in completing a case
Fanny Chan (Manager Insurance Products) - Non-life Insurance Products, Wealth Management
Fanny received a complaint concerning the refund of home insurance premium from a branch. She was so responsive that she replied the next day and offered an alternative choice for the customer. After discussion with the branch colleague, the customer still insisted on the refund of the premium. Fanny owned up to the problem and took the initiative to investigate the case with the insurance company. She kept the branch informed throughout the process and finally settled the case. Fanny's efficient service which fully demonstrated our brand value "Responsive" was appreciated by the customer.
Thoughtfulness gives peace of mind to customer
Stella Fung (Assistant Manager Specialized Lending) & Amy Cheung (Specialized Lending Officer) - Hong Kong Office Credit Department
A colleague Mr Lees from Australia joined HSBC in early 2006 and wanted to buy a flat for his family. After being turned down by Staff Lending Team, he approached Hong Kong Office Credit Department. Stella and Amy provided him with over 15 indications for reference, urged relevant party to re-evaluate the selected property to make the 70% mortgage loan feasible and recommended approval on the 35 years old property. They also proactively arranged meetings for him with the Financial Planning Manager on protection planning to suit his needs. Mr Lees was impressed by their friendly approach and unbeatable customer service which exceeded his expectation.
