Problem solver: Job Wong's skill in dealing with the public has won him the Ombudsman's Award 2009 for Officers of Public Organisations (General Nominations).

Thinking in the position of callers, identifying the root cause of their problems, and providing prompt and accurate answers are key to an outstanding complaint-handling service.

This is the message from 1823 Call Centre Assistant Customer Services Supervisor (Operations) Job Wong. His enthusiasm for work and contributions to fostering a positive complaint culture have won him the Ombudsman's Award 2009 for Officers of Public Organisations (General Nominations).

Mr Wong joined the 1823 Call Centre in 2006 as a Customer Services Officer and his consistent outstanding performances resulted in his promotion last year to an Assistant Customer Services Supervisor.

Service accuracy

"When processing complaints, I always remind myself to think in the position of the complainant, listen patiently and analyse carefully. It is not only a job to listen, write and refer, but also a vision to minimise bureaucracy in the Government."

To ensure an accurate and prompt service, he always keeps his knowledge of government departments' portfolios and work procedures up-to-date. Apart from making full use of the centre's knowledge base, he also browses through government and public organisations' websites after office hours for the latest information.

Learning through observation is another way to enhance job knowledge, he said. "I love attending to tiny details when I stroll along the streets. This, to a certain extent, helps me know more about our city and equips me with the necessary knowledge to handle cases."

Problem solving

His strong sense of responsibility and proactive thinking were fully shown in the way he handled a case in April where a caller reported pest eggs in a roadside tree in Mong Kok.

The case was first referred to the Leisure & Cultural Services Department which found the tree was located in a planter which was not maintained by it. The case was referred to the Lands Department to check the land status.

Suspecting the planter was a private one Mr Wong conducted a site inspection and took photos after office hours.

"It usually takes time for the Lands Department to conduct land status checks because of its heavy workload. As the typhoon season was approaching and the problem could pose a threat to public safety, I sought my supervisor's approval to conduct a site inspection."

His proactive action facilitated the processing of the case. The onus was on a private owner to care for the problematic tree and Mr Wong's photos helped the Lands Department ascertain the responsible party. The concerned management office cleaned up the eggs upon receipt of the department's letter.

Emotion management

Handling public complaints is not an easy task because it tests officers' patience and ability to deal with complainants' grievances.

Callers' emotional fluctuation sometimes reflects the problems' seriousness and urgency, Mr Wong said, adding showing empathy and offering constructive suggestions eases anger and anxiety.

"Emotion management is essential and I always remind myself not to take callers' words personally. Just tell them the truth and never create false expectations."

Exploring pleasure in work is the best way to overcome pressure, Mr Wong said, adding he feels enormous satisfaction from his job.

Thanking his family and colleagues for their staunch support, he is pleased his work is recognised.

"The award means a brand new start for me and I will take this opportunity to review my plan and get prepared for new challenges."