Sustainability

Quality Management of Service Centers

 

Chunghwa Telecom values its service quality and consumers’ opinions. We step down from the past mentality of superiority in technology and put ourselves in consumers’ position to evaluate our services in a rigorous manner, so that a comprehensive, quality and efficient service can be provided through front line customer service such as stores and cloud counters, or customer hotline, website and interactive network counter and social network. By the end of December 2016, we have established 463 stores, and 279 franchised stores, which made up the total of 742 service stations. 

 

Both Chunghwa Telecom service center and customer hotline have been approved by International Organization for Standardization (“ISO”), with business counter, cloud counter and network customers working separately as a whole, we were honored by “2012 Contact Center of the Year” in “Customer Relationship Excellence Awards” from Hong Kong Asia Pacific Customer Service Consortium. Also in 2015, Chunghwa Telecom ranked first in the telecommunication industry during Global Views Magazine’s “2015 Five Star Service Award.” Meanwhile, Chunghwa Telecom’ customer service personnel - Ms. Yu-Chen Lai was named “Customer Service Officer of the Year” by Global Views Magazine for being attentive to customers’ needs and treating customers as family.

Introduce Exquisite Service

By challenging itself and achieving excellence, Chunghwa Telecom strives to provide exquisite services with efficient and convenient qualities, thereby realizing its corporate vision of “most valuable and trusted ICT company”. By creating a customer oriented culture and acquiring expertise in the field of ICT, we are dedicated to providing heart-touching services with sincerity, genuineness, attentiveness, patience and caring.

● Professional technology service: Emphasis on new technology equipment to generate new demand from customers. We established a professional technical service team to provide instantaneous, customized, and competent service.

● SGS Qualicert: In stores, not only do we apply our SGS Qualicert international service qualification but we also seek Consultancy Company’s advice and move towards exquisite services, have mystery customer to identify any weakness in our customer services. In addition, our services have been well received and recognized by the consumers and we have received first place in Common Wealth Magazine’s 2013 Gold Medal Service Award in telecom carrier.

● Service standard at clerk counter: By introducing exquisite service guidance, we have designated internal consultant and coach to help service personnel to provide customers with dedicated and heart-warming service with professional touch.

● Touching service: To motivate service personnel to develop enthusiasm and expertise, thereby providing best services to exceed customers’ expectation, we have established “Touching Service Arena” to record excellent services for others to share, learn and download.

Chunghwa Telecom values its service quality and consumers’ opinions. We step down from the past mentality of superiority in technology and put ourselves in consumers’ position to evaluate our services in a rigorous manner, so that a comprehensive, quality and efficient service can be provided through front line customer service such as stores and cloud counters, or customer hotline, website and interactive network counter and social network. By the end of December 2016, we have established 463 stores, and 279 franchised stores, which made up the total of 742 service stations. 

 

Both Chunghwa Telecom service center and customer hotline have been approved by International Organization for Standardization (“ISO”), with business counter, cloud counter and network customers working separately as a whole, we were honored by “2012 Contact Center of the Year” in “Customer Relationship Excellence Awards” from Hong Kong Asia Pacific Customer Service Consortium. Also in 2015, Chunghwa Telecom ranked first in the telecommunication industry during Global Views Magazine’s “2015 Five Star Service Award.” Meanwhile, Chunghwa Telecom’ customer service personnel - Ms. Yu-Chen Lai was named “Customer Service Officer of the Year” by Global Views Magazine for being attentive to customers’ needs and treating customers as family.

Introduce Exquisite Service

By challenging itself and achieving excellence, Chunghwa Telecom strives to provide exquisite services with efficient and convenient qualities, thereby realizing its corporate vision of “most valuable and trusted ICT company”. By creating a customer oriented culture and acquiring expertise in the field of ICT, we are dedicated to providing heart-touching services with sincerity, genuineness, attentiveness, patience and caring.

● Professional technology service: Emphasis on new technology equipment to generate new demand from customers. We established a professional technical service team to provide instantaneous, customized, and competent service.

● SGS Qualicert: In stores, not only do we apply our SGS Qualicert international service qualification but we also seek Consultancy Company’s advice and move towards exquisite services, have mystery customer to identify any weakness in our customer services. In addition, our services have been well received and recognized by the consumers and we have received first place in Common Wealth Magazine’s 2013 Gold Medal Service Award in telecom carrier.

● Service standard at clerk counter: By introducing exquisite service guidance, we have designated internal consultant and coach to help service personnel to provide customers with dedicated and heart-warming service with professional touch.

● Touching service: To motivate service personnel to develop enthusiasm and expertise, thereby providing best services to exceed customers’ expectation, we have established “Touching Service Arena” to record excellent services for others to share, learn and download.