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WEDNESDAY, JUNE 22, 1977
GOVERNMENT DEPARTMENTS MAY HAVE CUSTOMER RELATIONS OFFICERS ******
THERE ARE PLANS TO PUT CUSTOMER RELATIONS OFFICERS INTO GOVERNMENT DEPARTMENTS FURTHER TO IMPROVE THE SERVICES THE DEPARTMENTS PROVIDE DIRECTLY TO THE PUBLIC.
THE ACTING DIRECTOR OF INFORMATION SERVICES, MR. JOHN SLIMMING, SAID TODAY AT A LUNCHEON MEETING OF THE ROTARY CLUB OF HONG KONG ISLAND EAST, THAT THERE HAS BEEN NO SPECIFIC ORGANISATION UP TO THE PRESENT TO ENSURE THAT THE GOVERNMENT DISPENSES ITS VARIOUS SERVICES IN THE BEST POSSIBLE WAY FROM A CUSTOMER RELATIONS POINT OF VIEW.
+ THE CONTACTS CAN BE SO MANY AND VARIED IN SOME DEPARTMENTS THAT THERE NEEDS TO BE AN OFFICER FULLY EXPERIENCED IN PR MATTERS WHO COULD WATCH OVER THE DEPARTMENT'S METHODS AND ADVISE THE HEAD AS TO HOW THE BEST RESULTS CAN BE OBTAINED, + HE SAID.
HE ENVISAGED THE WORK OF THE CUSTOMER RELATIONS OFFICER AS PRIMARILY GIVING ADVICE TO THE TOP LEVELS OF MANAGEMENT CONCERNING DEPARTMENTAL ARRANGEMENTS, FACILITIES AND PROCEDURES.
+HE WILL HAVE TO REVIEW PROCEDURES REGULARLY AND ENSURE THAT THE SERVICES PROVIDED ARE AS CONVENIENT AND SWIFT AS POSSIBLE.
+CONTACT AND COMMUNICATION WITH THE CUSTOMERS MUST BE DEVELOPED SO THAT PEOPLE WILL FULLY UNDERSTAND THE SERVICES THAT ARE BEING PROVIDED.
+RECEPTION ARRANGEMENTS, METHODS FOR PROVIDING INFORMATION OF SPECIAL INTEREST AND THE MACHINERY FOR DEALING WITH COMPLAINTS, ALL OF THIS WOULD BE THE CUSTOMER RELATIONS OFFICER'S RESPONSIBILITY, MR. SLIMMING SAID.
HE SUPPOSED IT WAS IN A WAY A GOOD THING FOR PEOPLE TO COMPLAIN ABOUT RUDE OR UNHELPFUL PEOPLE THEY HAVE MET OR SPOKEN TO ON THE TELEPHONE.
+THINK, IF IT WERE THE OTHER WAY ROUND. IF IT WERE SO COMMONPLACE FOR PEOPLE TO BE TREATED RUDELY OR UNHELPFULLY, THAT IT WERE NO LONGER A MATTER FOR COMMENT AND IF TO BE MET WITH POLITENESS AND FRIENDLINESS WAS SUCH A RARE OCCURRENCE AS TO BE REMARKABLE, THEN WE WOULD BE IN A WORRYING SITUATION, + HE SAID.
ON THE WORK OF THE GOVERNMENT INFORMATION SERVICES MR. SLIMMING SAID ALL WOULD AGREE THAT DURING THE LAST FEW YEARS THERE HAS BEEN A MARKED CHANGE IN THE ATTITUDE OF GOVERNMENT OFFICERS TOWARDS THE IDEA OF DISCUSSING THE IR WORK AND TALKING ABOUT THE IR LONG-TERM PLANS AND ENDEAVOURS.
/HE SAID