Part 1
Dialogue about the Credit Card services……..Pg. 1-4
Part 2
Mortgage………………………………………………………….Pg. 5-8
Personal Loan……………………………………………………Pg. 9-11
Remittance……………………………………………….…….Pg. 12-16
Money Exchange………………………………………….Pg. 17-19
Part 3
Interview with Ms. Lee………………..Pg. 20-21
Interview with Mrs. Lee………………Pg. 22
Interview with Mr. Lei…………………Pg. 23-24
Interview with Mr. Li……………………Pg. 25-26
Interview with Mrs Liu………………..Pg. 27
Pg. 1
Credit Card
E: Ella
B: Bank Manager
Ella has just got 18 years old! She has been waiting for this day for a long
long time since when she got 18 years old,
she will be an adult and she will be
qualified to apply for a credit card! But
she doesn’t know much about credit card.
So the day after her 18th birthday, she
went to a bank and inquired a bank
manager for the details of the credit
card service
E: Hi! Excuse me!
B: Yes, Miss, what can I help you?
E: I want to apply a credit card, but I don’t know much about credit card, I
don’t know how to apply and I don’t know how many kinds of credit card
there has, can you help me?
B: Oh! Sure, miss! But you look very young,
how old are you, if you are under 18
years old, you cannot apply for a credit
card, for a
16 -year-old student, you can only apply
for a supplementary card.
E: Oh! Am I really looked so young? I am 18 years old already! Firstly, I
want to ask about the basic function of credit card.
E: What can I do with a credit card?
B: Credit card is a card to help you to pay for the bill first, and you can
clear the bill at the end of the month. But the bank will charge for the
interest.
Pg. 2
E: Which type of credit card can I apply?
B: Are you studying or working?
E: I am studying in the University of Hong Kong.
B: Do you do any part-time job?
E: Oh, I don’t, why did you ask this question, is
there any difference?
B: Oh, yes! If you are studying in university or you
earn at least $60,000 per year, you can only apply
for a VISA card. And if you earn more than
$150,000, you can apply for a Master Card(萬事達
卡).
But if you can earn more than
$500,000 per year or all your properties in this bank worth $500,000,
you can apply for a VISA Gold or Gold Master card or if you can earn
more than $ 150000 per year, you can apply for a VISA Platinum and if
you can earn more than $ 500,000 per year, you can apply for a Premier
Card.
Visa Card
Visa Gold
Visa Platinum
E:
Whatis the difference between these cards?
B: If you are the holder of the Premier Card or VISA Platinum, you will
enjoy the best services, you will be offered many special offers in
different shops and restaurants in Asia, you can enjoy yourself in the
first class Club House and be invited to the Fashion shows and the
Octopus Automatic Add Value Services and no need to pay for the year
fee.
E: Wow! The holder of the Premier Card can enjoy so much privileged
services, but it’s too far for me to dream about that, so what services
can the holder of the VISA Gold and Gold Master enjoy?
B: They can get many special offers in different shops and restaurants in
Pg. 3
Asia and the Octopus Automatic Add Value Services too.
E: I am still a student of the university, is that means I can just apply for
the VISA Card?
B: Yes, may be you can apply for the other credit cards in the future.
E: So, what services can I enjoy as a holder of the VISA Card?
B: You can enjoy the special offers in different shops and restaurants in 12
countries in Asia and you can enjoy the Octopus Automatic Add Value
Services
E: And what is the interest rate?
B: It counts as 2% per month.
E: Oh! I’d love to apply for a VISA card, but how could I do this?
B: You can apply it through the net or through the counters in the bank
that means the place that you are sitting.
E: Oh! That means I can apply for it now?
B: Why not? Please fill in this application form now.
E: What information is needed?
B: Some personal information such as your name, your ID Card number,
your birth date, your national, your marriage status, your educational
level, your address, your residential status and your telephone number.
E: Is that all?
B: If you are working, you also need to give your company’s
name, your company’s address and telephone number
and also your position in the company and your salary
and no need to worry your information will be open since
we will respect your privacy.
B: And please attach your ID card copy also.
E: After I give you the application form, does it mean that
I must get the credit card?
B: Not really, since our bank needs to check the
information and if your application is successful, we will
send you a letter to inform you.
E: So, what is the year fee I need to pay as a VISA
Cardholder?
Pg. 4
B: You need to pay $240 per year.
E: How about the other cardholders?
B: For the VISA Gold and Gold Master cardholder, they need to pay $540
each year, for the VISA Platinum cardholder, they need to pay $800
each year and as I said the Premier Cardholders do not need to pay the
year fee.
E: Oh, I see, can I ask one more question?
B: You’re Welcome.
E: What if I am a mainlander or Filipino, can I
apply for a credit card?
B: Yes, why not? For the mainlanders, they can
apply for the RMB Gold Card if they can earn
more than $150,000 each year, for those who
can earn at least 60,000,they can apply for
the RMB Classic Card. For the Filipinos, if
they have a Hong Kong ID Card(has not to be the permanent ones), they
can apply for the JCB Card(日財卡).For the year fee, the RMB Gold
Cardholders, we charge for $480 per year, for the RMB Classic
Cardholders, we charge for $220 each year.
E: Oh! I see! Thank you very much for your help; you are really a nice
person!
B: You are welcome. It’s my pleasure to serve you!
Mortgage
Pg. 5
Among banking services, mortgages play a very important part because real
estate transactions is a major part of Hong Kong’s economic activities.
Most of these real estates involve mortgages. People normally mortgage
the properties they purchased to the banks for a loan to be repaid within a
period of 20-30 years. The borrower is the mortgagor and the lender is
the mortgagee..
Procedure of applying for mortgage
First, we will send an application to the
bank. The bank will check the
borrower’s occupation, financial
condition, credit rating and age. The
bank will also consider the quality of
the building, including its location,
maintenance and management to decide
the amount of the loan. If the
mortgagor cannot provide satisfactory borrowing condition, the bank may
require a guarantor. Normally the banks will lend 70% of the purchase
price to the mortgagor if the purchase price is of market value.
Tenor
When the loan is approved by the bank, they will draw up a mortgage deed.
By the deed, the mortgagor will charge the property to the bank until the
loan is fully repaid.
On applying for a loan, the borrower can
decide the tenor of the loan, usually
20-30years. When approving the tenor
for the loan, the bank may take the lower
value of the fellow criteria.
1) The remaining years of the building
within resalable value
2) The remaining years to retirement of the mortgagor
The basic for calculating 1) is to assure a building has resalable value within
40 years.
Pg. 6
e.g. If the property under mortgage is 10 years old, the maximum
remaining years will be 30. As for the mortgagor, if he is 35 years old and
his retirement age is 55, then the remaining years is 20.
Taking the lower value of 1) and 2) of this example, the tenor the bank may
approve is
20.
Recently, some banks take a more aggressive approach to raise the age of
building to 60. e.g. Standard Chartered Bank.
Interest rate
The mortgage interest rate is fixed by the bank. Currently, this rate is
prime rate (now 5.25%) minus2.6-2.8% per annum. The rate is floating
depending on the prime rate which is on the increasing track.
Rebate
Currently, most of the banks offer a cash rebate to the mortgagor, usually
0.3-1% of the loan amount drawdown. Some banks will also give fire
insurance together with the cash rebate.
Early repayment of loan
If the mortgagor early repays within a certain period (mostly 3 years),
example for for trading up, the bank will collect a handling charge. The
charge will be fixed by the bank.
Table and graphs Reference: Property Browser
Pg. 9
Personal Loan
To delight the customer to join the bank services, lots of banks provide
different kinds of loans plans usually. For the personal loan, there are
personal revolving loan and personal installment loan. When you apply for
the personal loan, there are some requirements that the customer need to
follow. They must be a Hong Kong resident, they must be 18 years of age or
above and have a regular monthly salary of HKD5,000 or more. Some other
costs are involved in borrowing money such as service fee, Special
administration fee, Interest on overdue repayments, Application fees, and
early repayment fees. They are about $100 to $200 per each.
For the personal installment loan
 After the application of the personal loan,
instant disbursement will send to the
account that would be approved.
 Customers can borrow up to HKD600,000 or
6 times her monthly salary, whichever is
lower.
 After the application, customer can enjoy
great rates- the higher the loan, the lower the interest.
 Repayment should be paid in the period of 6 to 48 months schedule
that according to her needs.
The interest rate of HSBC for personal installment loan plan
Pg. 10
The interest rate of dashing personal installment loan plan
特 選 客 戶
貸 款 額
一 般 客 戶
每 月 平 息
以 每
每 月 平 息
以 每
(實 際 年 利
率)
HK$1,000 貸
款 額 計 算
之
每 月 還 款
額
(實 際 年 利
率)
HK$1,000 貸
款 額 計 算
之
每 月 還 款
額
(HK$)
（HK$）
（HK$）
$ 5,000 $ 19,999
0.50%
(13.56%)
$89.22
0.55%
(14.78%)
$89.72
$ 20,000
$ 99,999
0.20%
(6.44%)
$86.19
0.25% (7.61%)
$86.69
$100,000
0.18% (5.98%)
$399,999
$85.98
0.20%
(6.44%)
$86.19
$400,000
0.10% (4.13%)
$500,000
$85.18
0.15% (5.29%)
$85.68
For the personal revolving loan
 After the application, immediate credit
of the approved loan amount to her
account.
 Borrow up to HKD600,000 or six times




your monthly salary, whichever is lower.
There is only 2.5% on her monthly
outstanding balance for repayment.
An approximate 30-day period to make
her monthly repayment.
Withdrawal/Handling fee waived to reduce her borrowing costs..
No proof of income required if customer has been maintaining a payroll
account with the bank for the past three months.
Pg. 11
The interest rate of Dah Seng Bank for personal revolving loan plan
總 貸 款 額 (HK$)
( 即 新 貸 款 額 與 尚 未 清
還 的
舊 貸 款 結 欠 之 總 和 )
每 月 平 息
( 實 際 年 利
率 )
以 每 HK$1,000 貸 款
額 計
算 之 每 月 還 款 額
(HK$)
$5,000 - $14,999
0.63% (16.74%)
$90.53
$15,000 - $49,999
0.48% (13.08%)
$89.01
$50,000 - $199,999
0.36% (10.20%)
$87.80
$200,000 - $300,000
0.33% (9.49%)
$87.50
Some photos to illustrate the services
Remittance
Pg. 12
Remittance is a way of remitting funds to the
other places in the world through the bank. In
Hong Kong, there are three common types of
remittance, they are Demand Draft (sight draft),
Telegraphic Transfer and mail remittance (mail
transfer). Each of them has their advantages and
disadvantages to meet the needs of different
customers.

Demand Draft is the most common one because
it is the simplest and the most inexpensive one. The remitter can brings the
draft to the beneficiary personally or mail to the beneficiary, he can control the
mailing time conveniently. The remitter has to go to a bank and buy a draft for
remittance. The remitter has to fill in a Demand Draft Application Form which
includes some important information, like the
name, address, telephone number and the ID
Number of the remitter, currency and the
amount to be remitted, the name, address
and the country of the Beneficiary and the
Beneficiary Bank and the Message to
Beneficiary etc. The payment can be settled
by cash or from the account. The remitter
will have to pay some formalities charges, it is
about 50 to 60 HK dollars (not include the
overseas charges). Then, the remitter can
send or bring the draft to the beneficiary by
mail or personally. Then, the beneficiary
bring the draft to the bank and deposit it into
bank account or encash it at the nominated bank,
the beneficiary may has to pay some charges if he
wants to exchange the money. But Demand Draft
has its disadvantages, it takes longer time to mail the draft, and mail service
failure may happen so the draft may fail to mail to the beneficiary, then the
remitter may have to pay extra money (formalities charge) to replace the lost
one, it is about 250 HK dollars.
 Telegraphic Transfer is a very convenient and the quickest method to
transfer the funds. The beneficiary may only need one day before he
Pg. 13

can get the money. It is suitable for remitting a large amount of money
and the emergent cases. The process is just like the Demand Draft
one but the remitter doesn’t have to buy a draft but a service. The
remitter has to fill in a Telegraphic
Transfer Application Form, which has
a similar content as Demand Draft
and the payment can be settled by
cash or from the account. As the
same, the remitter has to pay
some formalities charges.
Moreover, he may have to pay the
telegram charge too. Some
banks may have different
charges at different receiving
time. Such as when the
remittance is received before 12
o’clock in the afternoon, the
charge will be around 150 to160 HK dollars, if it is received after that
time and the remittance has to be done on that day, the charge may be
higher than 200 HK dollars. Then the bank will notify the transfer to
the Beneficiary Bank by computer or telegram and the Beneficiary
Bank will deposit the funds into the Beneficiary account. The remitter
may have to notify the beneficiary by himself to draw the money from
his account. Telegraphic Transfer is very fast and safe, the remitter
doesn’t have to worry mail serve failure will happen, but the charges
and the exchange rate are much higher than the Demand Draft. Foe
example, the exchange rate between HK dollars and Australian dollars
is 1to 6 in the Demand Draft, but it
may increase to 1 to
6.003 in Telegraphic Transfer. It is
because the bank has to earn the
difference to repay the interest
lost deal to the quick drawing time.

Mail remittance (mail transfer)is
not very common, many banks do
not have this service, include the
Pg. 14
Hongkong and Shanghai Banking Corporation Limited and The Bank of East
Asia. But Hang Seng Bank has this service. Mail transfer is cheaper than
telegraphic transfer but more expensive when compares with Demand
Draft. It is suitable for non-emergence remittance. The process is just
like the Demand Draft and the Telegraphic Transfer. The remitter has to
fill in a Mail Transfer Application Form which has a similar content as the
two above and the payment can be settled by cash or from the account. As
the same, the remitter has to pay some formalities charges and the
postage which is about 120 HK dollars totally. Then, the bank will send the
remittance information to the Beneficiary Bank by mail, it takes longer
time than Telegraphic Transfer but shorter time than Demand draft. Then
the beneficiary Bank will deposit the amount of remittance into the
beneficiary account or inform the beneficiary to collect the money.
Commonly, the remitter has to have an account in the bank which he
applicants the remittance and the
beneficiary has to have an account
in the beneficiary Bank. If the
remitter is not the bank customer,
more fees will be charged. For
example, the demand draft’s
formalities charge of Dan Sing
Bank is 60 HK dollars for the bank customer, but if he is not a bank
customer, the fee will be as high as 180 HK dollars. Moreover, the
two banks have to be the branches of the same banks or have
business relationship. There are many different charges besides the
formalities charges, for example, if the remitter wants to inquire
the condition of Telegraphic Transfer through telegram, he will
have to pay around 250 HK dollars. ( see the charges of different
service of Dah Sing Bank(example) below)
Dah sing Bank- Remittance
---------------------------------------------------------------------------------------------1. Issuance of Demand Draft*
- Bank customer HK$60 per
item
- Non-Bank customer HK$180
per item
------------------------------------------------------------------2. Mail Transfer*
- Bank customer HK$60 per item plus postage
- Non-Bank customer HK$180 per item plus postage
---------------------------------------------------------------------------------------------3. Telegraphic Transfer*
Outward
- Bank customer HK$70 per item
plus cable charges
- Non-Bank customer HK$200 per item
plus cable charges
Cable Charges
- Telex / SWIFT HK$130
- Payment details containing Chinese characters plus HK$150
- Message over 140 characters or 28 Chinese characters plus
HK$130
Plus
- Additional commission for HKD Remittance outside HK@ 1/8%
(min. HK$100.- , max. HK$1,000.-)
Inward
- HKD HK$70 plus correspondent
bank charges
- Foreign Currency HK$70 or equivalent or JPY2,500
plus correspondent bank charges
--------------------------------------------------------------------------------------------4. CHATS
Outward
- HKD
- Bank customer HK$150
- Non-Bank customer HK$300
-----------------------------------------------------------------------------------------
Pg. 16
The formalities charge of
remittance is one of the incomes
of the bank. This type of income
may as high as one thousand million
for The Hongkong and shanghai
banking Corporation Limited. (See
the table besides)
Remittance is a very useful mean of sending
money to the foreign countries. In Hong Kong,
Many foreign servant who serve in the Hong
Kong families, use different type of remittance
to send their money back to their hometown to
support their families. Remittance has become
an important source of income for many
countries. In the case of El Salvador, for
example, remittances are equal to 13 percent of the country’s total
national income. So remittance is a very important type of service in Hong
Kong
Money Exchange
Pg. 17
Money Exchange is a banking service that involved
different currencies. There are many kinds of services that belong to
money exchange. And all this services are affected by the rate of the bank.
The following are some kinds of rate that bank set up to provide different
services about money exchange.
Cash Rate
The common services is the customers use
some foreign currencies to change to Hong Kong Dollar or Hong Kong Dollar
change to some foreign currencies because Hong Kong is an international
financial center and so more people need this service. And so the bank will
follow the cash rate and change the money for the customers. The table
shows the cash rate of the Hong Kong Bank on 5th April, 2005, Hong Kong
dollar against major currencies.
HK dollar against major currencies:
Currency
AUD
CAD
EUR
YEN
NZD
PHP
GBP
CNY
SGD
Sell Rate
Buy Rate
5.99850
6.39800
10.03700
0.07203
5.52950
5.94800
6.35400
9.96050
0.07143
5.46350
0.14600
14.67000
0.94790
4.70250
6.45950
CHF
THB
0.20000
USD
7.81200
Indicative Telegraphic Transfer rates as at 05 Apr
0.13850
14.57500
0.93800
4.65900
6.40750
0.19350
7.78800
2005
Pg. 18
The bank determines the sell rate and the buy rate and the rate affect
the money that the customers can get. Let take an example. If we give $1
Australian Dollar to the bank and want to get back the money with Hong
Kong Dollar, we can get $5.99850 Hong Kong Dollar, that means the sell
rate. And if we want to get Australian Dollar for $1 Hong Kong Dollar, we
could get $5.94800 Australian Dollar, that is the buy rate.
T/T Rate
The next one is T/T Rate. The full name of T/T Rate is telegraft rate. T/T
Rate is something about Remittance. Usually Remittance is used to send
money to foreign places and the currencies of the two countries is
different, and so the bank will exchange the money referred to the T/T
Rate.
Currency
Unit
Bank Buy
Bank Sell
Australian Dollar (AUD)
100
598.4000
600.2000
Canadian Dollar (CAD)
100
637.8000
639.6000
1
10.0440
10.0820
10,000
719.2000
721.2000
100
556.0000
557.8000
1
14.6360
14.6860
Singapore Dollar (SGD)
100
469.9000
472.4000
Swiss Franc (CHF)
100
648.0000
650.0000
Thai Baht (THB)
100
19.5000
20.1000
U.S. Dollar (USD)
100
779.2000
780.8000
Renminbi Yuan (CNY)
100
94.0900
94.5900
Euro (EUR)
Japanese Yen (JPY)
New Zealand Dollar (NZD)
Pound Sterling (GBP)
The Foreign Currency T/T Exchange Rates of the Bank of East Asia on 7th
April,2005.
Pg. 19
Foreign Currency Deposit rates
The last one is the Foreign
Currency Deposit Rates. Let us
look at the table of the rate of Australian Dollar first.
Minimum
Types of
Deposit Savings
Account
(AUD)
AUD
200 3.0000
Deposit Term
Minimum
Currency Deposit Overnight 24 hours 1 week
(AUD)
call
AUD
10,000
--
Minimum
Currency Deposit 1 month
(AUD)
AUD
1,000 4.6875
3.0000
2 weeks
4.3125
4.3125
Deposit Term
2
3
6
12
months
months
months
months
4.6875
4.7500
4.8750
4.9375
When we open a saving account that save
foreign currency in the bank, the Foreign
Currency Deposit Rate is being used. It is
just the same as other saving account in
the bank, but only that the money we
deposit in is foreign currencies.
Pg. 20
Interview Report of Mandy
I have interviewed my elder sister,
she is a universal student. In her experience, she thought that the
service’s quality of a bank is different according to the age of the
customers, especially the branch of The Hongkong and Shanghai Banking
Corporation Limited in South Horizons.
In her memory, when she was in secondary school, she had to do a report
base on the different type of insurances. She went to the HSBC in the
South Horizons. She inquired a staff standing beside the door in the bank,
but the staff (girl) didn’t answer my sister’s question but immediate asked
my sister” Is the information used for doing Homework?” My sister
answered she as yes, and then she didn’t show any interest in it and asked
my sister to go into the website of the bank to find out the answer. My
sister was quite angry with that.
Then, when she went into the same bank
again after three years to exchange the
money from HK dollars to Australian
Dollars, the staff (not the same one) was
very nice and friendly to answer all her
questions and provided many suggestions
for her.
She thought that the quality of service of
that bank was really very different, because she was a teenager, the staff
thought that she will not join in anything service and the bank couldn’t earn
money from her, so the staff didn’t answer her questions, especially there
were not any customer waiting for her to serve. But when she became an
adult, they show their respect. My sister thought that if the staffs show
their respect for all the customers, including teenagers, then the
teenagers might join more service of the same bank when they glow up or
suggest the other people to join the bank. In my sister’s point of view, the
quality of service was not base on their attitude towards the adults but
also the teenagers, so she thought that the quality of the bank in South
Horizons was not very good. She thought the bank had something to
improve.
Pg. 21
But I was very happy to told my sister
that I had gone to the same bank
when I did this EPA project, and I
found out that the service of that
bank had improve a lot. When I asked
the information about the remittance,
the staff in there was very willing to
answer my questions. Although finally
she told me to go to their website to
find more information, I thought she had already tried to answer my
questions. I thought it might be because the Hong Kong government has
promoted the importance of good attitude and high quality of service in
these few years.
My sister told me that she was very happy to know that the bank had
improved their service to teenagers and hoped the bank will keep it
forever.
Pg. 22
Interview Report of Vivian
I’ve interviewed my mother.
She is satisfactory to the bank services. The following is her
experience. Once she checked her credit card data, she found
out strange that much more $3000
which the bank made a mistake on
her statement. She wrote a letter
to complain the bank. And finally
she got the fair, because the bank cancel their mistake. So mum
thinks that the bank is responsible and can rely on.
Pg. 23
S: Sharon
J: Joop
Interview Report of Sharon
Mr. Joop Lei is a customer of
The Hongkong and Shanghai Banking Corporation,
the services he is having in this HSBC includes
Bank Deposit, Mortgage and Credit Card; let’s see
what is his opinion towards the quality of the
services of the HSBC.
S: What is your opinion towards the quality of the services of the HSBC?
J: I think it’s very satisfactory because HSBC has many branches over Hong
Kong, if I want to draw money from my account when I go shopping, I can
find the branches and Automated teller Machine (ATM) everywhere,
especially in the place that has many people, Mong kok, Causeway bay and
Tsim Sha Tusi, etc., once I went to the restaurant in Tsim Sha Tusi, when
I finish the meal, I found that I didn’t bring enough money, but that
restaurant didn’t provide the credit card services! How embarrassing was
that situation! So I asked the boss of the restaurant can I go out and draw
money from the Automated teller Machine (ATM), he was so nice to let
me go and take the money. If the bank doesn’t have so many Automated
teller Machine (ATM) around, I don’t know what could I do at that time!
S: I know that besides bank Deposit, you also have Credit Cards of HSBC,
what do you think about the Credit Card services?
J: I think it’s quite nice, since when I have any enquiry about the Credit
Cards, the staff of HSBC would answer me very sincerely and give me an
answer which can satisfy my needs, and also, it really take care of the
customers nowadays. In the past, if we went to the bank to deposit, we
need to line up and stand for a long time to wait for the counter, but
nowadays, the bank provides many sits to let the customers to take a rest,
I saw many elders sit on the comfortable chairs placed in the bank
comfortably, I think they will be very tired to stand in the line for a long
time if the chairs haven’t been placed there, so I think the bank has taken
care to the customers and is very thoroughly. Also, my wife very
appreciate the gifts given by the bank, they are sometimes very useful,
like the wok, baker, elegant plates and cups made of china, etc., and the
holders of the HSBC Credit Cards always have discounts and jet so when
Pg. 24
shopping in different shops and restaurants, even in the supermarkets.
Like this week, when our family went to Pizza Hut to have dinner last
Wednesday, surprisingly, we got a free pizza because I am the holder of
HSBC Visa Card.
S: So how about the mortgage?
J: Oh! Although the bank charges me at a high interest, they give a set of
good services, it sends me the bill on time, in the past 10 years, it never
sends me the bill late.
S: So, overall can you evacuate the quality of HSBC?
J: Um….….I think HSBC is a reliable bank since it has branches all over the
world and especially in Hong Kong, it is very
convenient for the customers, and its staff
are really polite and responsible, they
answer the customers sincerely and politely.
And from the letters and the cards sent by
the bank, I feel the passion of the bank towards the customers, the bank
sends cards to me every year in the Chinese New Year and thanks me for
choosing HSBC as my financial partner, just look at this sentence “The
Year-end could bring us no greater pleasure then the opportunity to
express our sincere gratitude to you! Warmest Wishes for 2005!” Can you
feel how sincere is it attitude? All by all, with a group of polite and
responsible staff, the fame of the bank in the world and its passion to
serve the customers, I think the quality of HSBC is very high and can meet
the international level.
S: Thank you very much for your sharing and your valuable time.
J: You’re welcome!
Remark: I really agreed with what my Daddy has said, since when I was doing
research for my project, I phoned the Customer Services Representative of
HSBC to ask many questions about the information of Credit Cards, I thought
I was very annoying since I asked many questions non-stopping, but the
Customer Services Representative of HSBC didn’t use very angry tone to answer
my questions, but she answered every questions nice and politely, so I really
agree that the staff of HSBC are very sincere and I can feel the passion of
HSBC towards the customers even though I am not yet a custome
Pg. 25
Interview Report of Kobbie
I had interviewed my
brother to talk about his
experience on the banking services. Below is the conversation of the
interview.
K: Kobbie (Me) F: Felix (My brother)
K: Thank you for having the interview.
F: No thanks.
K: Have you ever receive the banking services?
F: Yes.
K: May I ask you, when did you have the last service from the bank?
F: I think about one month before.
K: For what?
F: I wanted to open a saving account. Keeping in the bank is seemed to be
safer.
K: Which bank did you visit?
F: The Bank of East Asia, in Shakiwan.
K: Can you tell me about the service when you apply for the saving account?
F: Of course. When I entered the bank, some security guards were
standing at the entrance of the bank. The security is quite good. The
teller was nice to me. She asked me what services I wanted.
K: Oh I see. After you said that you want to open an account, what did the
teller tell you to do?
F: Let me think. She first asked me which kind of account that I want to
open. Secondly, she told me to show my ID card and some documents
that can show the home address. After that, she gave me a form to fill
in.
K: Then?
F: Then she explained the details of opening a saving account. For example,
the average balances of the saving account.
K: Excuse me, may I ask that what means the average balances?
F: It means the money we had to put in the saving account. For the Bank of
East Asia, we had to put $3000 in the saving account each day. If not, we
had to pay for the handling charge of $30.
K: After this, I want to ask you. What do you think about the services of
the Bank of East Asia? May be first talk about the teller.
Pg. 26
F: The teller…she is very nice and patient. She told me everything about
opening an account and the details of the saving account.
K: How about the bank service?
F: I think it is a bit stupid that we had to fill in a form to apply for a saving
account! The Bank of East Asia could make use of the computer to
replace the form. Filling in the form is time consuming. I think the
consumer would not like to fill in the form only to apply for the saving
account.
K: OK. Thank you for having the interview.
F: No thanks.
As the conclusion, the services of the Bank of East Asia are quite good,
especially the teller, they would like to help the consumer when they
need help and they are nice, too. But the main problem is the banking
services. They should use the computer instead of filling the forms.
Filling forms may make a lot of mistakes and time consuming.
The logo of The Bank of East Asia
Pg. 27
Interview Report of Serena
S:
M:
Serena
Mum
S:
M:
What bank services are you using?
Mostly deposit/withdrawal and credit card services.
S:
M:
Which bank provides these services to you?
HSBC and Hang Seng Bank.
S:
What do you think of the quality of such services? Can you comment
on a particular bank services?
Well, I would comment on the credit card services provided by Hang
Seng Bank. I think they have a good security system to safeguard
fraudulent use of credit cards.
I remember in early December last year, I made several purchases
with my Hang Seng Bank VISA card within 2 to 3 hours. A bank staff
called me shortly afterwards to counter-check if the credit card
transactions were genuine. They mentioned that they noticed a
M:
sudden frequent use of VISA card within a short time, so they must
contact the customer to ensure no fraudulence. Such security system
gives me much confidence about their bank services.
On the other hand, I find the Credit Card Rewards Scheme of Hang
Seng Bank is quite attracting and suitable to me. With the “Cash
Dollars” accumulated, I can enjoy deductions when making purchases.
Besides, the shops, which provide discounts when making purchases
with Hang Seng Bank credit cards, are also the shops, which I usually
visit. I really enjoy using this VISA card.
S:
M:
S:
M:
Would you recommend such bank services to your friends or
relatives?
Certainly.
Thank you for attending the
interview.
You’re welcome.
Division of Labour
Cover Page: Mandy Lee (12) + Sharon Lei (14)
Design Work: Mandy Lee (12)
Combine Work: Kobbie Li (21)
Printing Work: Sharon Lei (14)
Part 1: Dialogue…………………..Done by Sharon Lei (14)
Part 2: Four Bank Services
Mortgage…………………..Done by Serena Liu (19)
Personal loan………………Done by Vivian Li (13)
Remittance…………….…...Done by Mandy Lee (12)
Money Exchange…………..Done by Kobbie Li (21)
Part 3: Interview
Interview with Mrs. Lee.….Done by Vivian Lee (13)
Interview with Mr. Lei.…...Done by Sharon Lei (14)
Interview with Ms. Lee...…Done by Mandy Lee (12)
Interview with Mr. Li…....Done by Kobbie Lee (21)
Interview with Mrs. Liu…..Done by Serena Liu (19)
Special Thanks to,
Miss L. Chan
Hang Seng Bank
Hong Kong Central Library
All interviewees
~The End~