Internship Summary Report

Presenters:
Darren, Leung Chi Hin
Kevin, Choi Sai Kit
Veronique, Wu Haixin
Moises, Moises Mac
(Summer Trainee)

Supervisor: Viena, HRS/SUS

Aug 15, 2019
 Guideline of Our Schedule

• Customer Satisfaction Survey 2019

(CSS 2019)
• Trainings
• Communication Video
• Others (Test of Monthly Report, Site
Visit, etc)
Schedule – CSS 2019
Period 1 – Preparation

1. Proposal
2. Project Planner
3. 2019 CSS Questionnaire
4. Interview Script
5. Data Collection Sheet
6. Raw Database Sheet
7. Fine-tune Interview Script and Practice
8. Pilot test

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Schedule – CSS 2019
Period 2 – Execution

1. Face-to-Face Interview (at customer service center in Macau & Taipa)

2. Interview data collection

3. Phone Interview Script (Prepare and Fine tune)

4. Phone Interview Practice

5. Phone Interview

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Schedule – CSS 2019
Period 3 – Wrap-up

1. Interview Data Collection (First Time summarizing to Ms. Viena Ng)

2. Intermediate Debriefing Meeting/Feedback from customers

3. Data Integration

4. Comment Classification and Coding

5. Final Report

6. Videos Record of face-to-face interview processes

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Schedule – Communication Video
1. Preparing Screenplay

2. Fine-tune Sceenplay

3. Role playing practice

4. Video Production at Coloane Power Station

5. Video Editing

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Training Sessions
1. Introduction to Customer Counter Service by Ms. Cilia Cheng, CSD/CSM

2. Introduction to Meter Services by Ms. Deolinda Ma, CSD/TSM

3. Customer Contact Database for Phone Interview by Mr. Kelvin, Liang

CSD/MGS

4. SH Awareness by Ms. Belinda Chio, HRS/SUS

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Others
1. Test of Monthly Report

2. Site Visit

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Sharing-

What have we learnt?

Thank you.

Feedback Section 
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Projection Planner

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Projection Planner

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Projection Planner

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Questionnaire

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Face-to-Face Interview Script

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Data Collection Sheet

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Database Collection Sheet

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Phone Interview Script

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