Interview of Iris Lau-----------------------------------P21
P.25

There is the conversation of the Bank manager and Ms Cheung about the bank service--- Bank deposits.
Bank manager: Good afternoon, miss. Can I help you?
Ms Cheung: Oh, yes. I would like to create an account but I am not sure about the details.
Bank manager: Certainly, our bank can provide you with the most detail information and the best service.
Ms Cheung : T hat’s great!
Bank manager: How can I call you?
Ms Cheung : Ms. Cheung.
Bank manager: Ok, Ms. Cheung. L et’s come over here and sit down.
Ms Cheung: Thank you. Actually, I want to know much more about your bank’s saving deposit services. What is the minimum amount of money do I need to deposit in order to create a saving account?
Bank manager: You need to have a minimum balance requirement of HKD
5,000. If your balance is HKD10,000 or above, you can earn interest. The higher your balance, the more interest you will earn.
Ms Cheung: I see, what services can I enjoy after creating a saving account?
Bank manager: You can use it for everyday transactions such as payments, transfers and standing instructions. Besides, you may monitor the latest balance and transactions of your account via the

Internet and earn interest as I said before.
Ms Cheung: That sounds great! But do I need to pay any services fee.
Bank manager: If your account balance falls below HKD 5,000, there will be a monthly fee of HKD40. However, many customers are exempt from this fee: senior citizens (age 65 and above), people receiving government disability allowances, and customers with any of the following HSBC products: overdraft facility, loan, mortgage, time deposit, unit trust, Monthly Investment Plan, life insurance policy, or Super Ease, PowerVantage or HSBC
Premier account. Bu t why don’t you choose time deposit instead? You can get even earn more!
Ms Cheung : Oh, really? But what is the minimum deposit requirement and the fixed periods range?
Bank manager: It is of HKD10,000 and the fixed periods range is from one day to 36 months.
Ms Cheung : But how can I earn more by choosing time deposit?
Bank manager: With a time deposit account you deposit your money for a set period of time, and in return you receive a higher rate of interest. The only condition is that you cannot withdraw money before the fixed period is up. The longer the period and the greater the amount, the higher the interest rate is likely to be.
Fixed periods range from one day to 36 months. Besides, time deposit is more flexible because time and call deposits help you save money by forcing you to keep your money intact for a certain period. However, if you need to withdraw money before the maturity date, talk to us and we can make a special arrangement. For early withdrawal you pay a charge and lose some of the interest accrued.
Ms Cheung: I see, but in what ways I can manage my money?
Bank manager: There are many choices in our bank! You can access your account through online@hsbc . HSBC Premier ,

PowerVantage or BusinessVantage customers can also access their account through the phone-banking service.
Ms Cheung: It’s even more convenient than what I think! Besides deposit accounts, I also want to have a checkbook.
Bank manager: Then you must choose our current account, which is same as check account. With a current account, you can write cheques for day-to-day payments, manage your money with direct debit, payment, transfers, remittances and get cash and access your account at over 500,000 ATM locations worldwide.
Ms Cheung: But how can I apply for all these bank services?
Bank manager: For further information about current account, you can just simply call our Direct Financial Services Centre on
(852)27483522. And for time deposit and saving deposit, you can if you wish to meet us to discuss your needs further, make an appointment online . Alternatively, you can call our investment hotline (852) 2233 3733. Once you have the account, set up you will be able to access it via the Internet at online@hsbc. Or content me, I am Mr. Lo, the bank manager
Ms Cheung: Thank you very much for your detail information.
Bank manager: You’re Welcome!

There are different types of cards and each type of the cards has different uses.
The most popular cards are Platinum Card, Gold Card and Classic Card. Other then that, there is Additional Card, Account Card, Purchasing Card, Corporate
Card and Private Label Cards.
We use credit cards when buying things as we do not need to bring a huge amount of money so it is convenient to use. But when using cards to buy things, we should control ourselves because we may use the money more than we have. There are bonuses when using cards to pay for the things.
For example, we may have discount so we do not need to pay the actual price of those things. Or when using credit card to pay, the bank may have rebate to the customers.
The bank will charge the customers if they want to apply for a card or card replacement because of card damaged or lost card. The fees are shown in the table below.
Items Service Charge/Fees
Annual Fee
Card
Card (RMB)
HKD50.00
RMB50.00
Card replacement fee
Replacement of a lost card
Replacement of a lost card (RMB)
Non-receipt of new card
Replacement of a damaged card
HKD50.00
RMB50.00
Waived
Waived

PLATINUM CARD is the most distinguished and prestige credit card for the very few and affluent customers. Platinum Card brings the utmost in financial flexibility and a host of round-the-clock services and exclusive privileges.
(A1) The Rewards of Status
With every purchase under the Platinum Card, the customers can earn the Bonus Points. Also customers can redeem their Bonus Points, a world of special gifts will be made available for Platinum
Cardholder, through the bank Bonus Gallery catalogue.
(A2) Personal Concierge
The Platinum concierge is available 24 hours a day to cater to all business, travel and entertainment needs for our Platinum Cardholder.
(A3) The World of VISA Platinum
Platinum Cardholder can enjoy a fantastic array of payment methods including
Cheque, Auto pay, Payment-by-Phone, the Phone Banking Service, Jet
Payment or the Bank network.
GOLD CARD is the distinguished and prestige credit card for the most customers. Gold Card brings the utmost in financial flexibility and a host of round-the-clock services and exclusive privileges
.
(B1)The Rewards of Status
With every purchase under the Gold Card, the customers can earn the Bonus Points. Also customers can redeem their Bonus Points, a world of special gifts will be made available for Gold Cardholder, through the bank Bonus Gallery catalogue
.

(B2) Personal Concierge
The concierge is available 24 hours a day to cater to all business, travel and entertainment needs for our Gold Cardholder.
(B3) Payment
Gold Cardholder can enjoy a fantastic array of payment methods including Cheque, Auto pay,
Payment-by-Phone, the Phone Banking Service, Jet
Payment or the Bank network.
Classic card is widely used. It has fewer advantages then the platinum card and gold card.
(C1) The Rewards of Status
Rewards Programme is automatic and will earn one bonus point for every
Hong Kong dollar spent. Customers can redeem their Reward points for free air travel to destinations all over the world
.
(C2)Personal Concierge
The concierge is available 24 hours a day to cater to all business, travel and entertainment needs for our
Classic Cardholder.
(C3)Payment
Classic Cardholder can enjoy a fantastic array of payment methods including
Cheque, Auto pay, Payment-by-Phone, the Phone Banking Service, Jet
Payment or the Bank network.
When applying a card, we should choose the best one for our needs. We should have the requirements of applying the card that you have chosen. After

we have received a card, we should make confirm so that the bank know that you have receive the card and that the bank will start to serve you.
Credit Card Statement
After using credit card to pay for the goods, we need to pay for the goods each month. We should receive the Credit Card Statement monthly for each credit card.

There are two types of Personal Loan. They are the
Personal Installment Loan and the revolving Cash Card.
(A1) For Personal Installment Loan

We can borrow up to HK$8000000, or 3 times our monthly salary

We can choose to repay our loan in fixed monthly installments over a
12-month to 48-month period.

The loan amount will be credited to our designated bank account upon approval.

We can withdraw the available loan amount at any automated Teller
Machine (ATM).

We can also use our ATM card to transfer the available loan amount to any accounts linked to our card.
(A2) Method for applying Personal Loan

Applicants for the Personal Installment Loan must be the Hong Kong resident aged 18 or over and have regular monthly income of HK$5000 or above.

The applicant should fill in the application form and return the required documents by mail or fax to the bank.

(A3) The monthly repayment table of Personal Loan:
Flat Interest Rate
(regardless of loan amount)
Monthly Repayment Amount (HK$) per HK$1,000 Loan Amount
Loan Amount
(HK$)
$5,000-$19,999
$20,000-$49,999
$50,000-$199,999
≧ $200,000
Interest Rate (%)
Monthly Flat
0.30%
Repayment Period
12 24 36 48 months months months months
86.34
(8.82%)
44.67
(9.14%)
30.78
(9.22%)
23.84
(9.26%)
(B1) For revolving cash card

Credit limit of up to HK$3000000 or two times your monthly salary.

There is unlimited cash re-draws. Credit limit is automatically restored every time a repayment is made, no re-application is required.

Approved loan amount will be deposited to our designated bank account for immediate withdrawal.

We can withdraw the available loan amount at any automated Teller
Machine (ATM).
(B2) Repayment of revolving cash card:

There is no fixed tenure for full repayment. Flexible monthly minimum repayment at 3% of statement balance or HK$50.

Credit Limit
(HK$)
12000-19999
20000-39999
40000-99999
100000-199999
Per day
0.079%
0.057%
0.052%
0.041%
200000-300000 0.024%
(Information from Standard Chartered)
(B3) How to apply for the Revolving Cash Card?
Annualized
Percentage Rate
32.1%
22.62%
20.54%
16.06%
9.41%

Applicants for the Personal Installment Loan must be the Hong Kong resident aged 18 or over and have regular monthly income of HK$5000 or above.

The applicant should fill in the application form and return the required documents by mail or fax.
(1) Personal Installment Loan
Personal handling fee : 1% pa on drawdown amount
Early redemption penalty: 1% of first drawdown amount or the total outstanding loan principal, which ever is higher.
Late repayment charge: 5% per month on the overdue monthly installment(Minimum HK$100)
(2) Revolving Cash Card
Annual fee : $300
Late charge : 8% of Minimum Payment Due (Minimum HK$100)
Lost card repayment: HK $100 per card account

Remittance is a service provided by the banks to help you to transfer money to local or oversea destination in different currencies you want.
There have three types of remittance. They are Demand Draft, Telegraphic
Transfer and Mail Transfer
For the different types of remittance, they have a similar method to transfer the money. Two procedures should be insisted as to finish the whole process of remittance. The first procedure is the money transmission by a person through remittance. This procedure is called the outward remittance. The second procedure is the recipient receives the money which is sent by someone. This procedure is called the inward remittance.
Here are the procedures of the remittances to oversea :
A1) Outward Remittance
If you want to transfer money to a person or company in oversea by
Demand Draft, firstly, you can go to the bank in person to take a
Demand Draft Application Form or download it from
Fig A1 A Demand Draft the Internet. After you have finished filling in the form, give it to the bank for permit. The bank will charge you for the service fee. After you have confirmed and paid the amount of money you need to transfer, (if you have an account in that bank, it will deduct that amount of money from your account; if not, just pay cash), the bank will issue a Demand Draft to you which has the value of the money you want to transfer (like a cheque) and the bank has already helped you to exchange the local money into the currencies of the place you

want to transfer according to its own exchange rate automatically. And then you need to mail this Demand Draft to the recipient in oversea by yourself. It needs time to let the recipient receive the Demand Draft.
A2) Inward remittance
When the recipient in oversea has received your Demand Draft, he needs to take it to the correspondent bank in that country. After the correspondent bank at that country has helped him to cash the Demand Draft (if the recipient has an account in that correspondent bank, it will help him to save that amount of money in his account; if not, it will give him cash), it will charge him service fee.
Lastly, the recipient can receive the money you transferred.
Advantages:
Fig A2 Processes of remittance (Demand Draft)
- It is the cheapest way among the three types of the remittances.
Disadvantages:
- The recipient needs to wait for a long time to receive money as he needs to wait for the Demand Draft you sent by mail.
- This way of remittance has a danger of losing the Demand Draft during the mailing, you need to buy the Demand Draft and give the service fee again if it happens.
B1) Outward Remittance
If you want to transfer money to a person or company in oversea by
Telegraphic Transfer, firstly, you need to do the same things as buying the
Demand Draft, fill in a Telegraphic Transfer Application Form and give it to the bank for permit. The bank will charge you for the service fee. After you have confirmed and paid the amount of money you need to transfer, (if you have an account in that bank, it will deduct the money you need to paid from your account; if not, just pay cash), you can leave the bank and no any procedure

you need to care afterwards because the bank will help you to do it all. The bank has an advanced global network, it will send the payment instruction to the correspondent bank in that country you want to send the money in via
SWIFT or Telex. That is a very fast method to inform the correspondent bank about the payment instruction (about one or two days).
B2) Inward Remittance
After receives the payment instruction, the correspondent bank in that country will exchange the value of the local money you paid into the currencies of that country according to its own rate of exchange automatically. It will contact the recipient to come to the bank to receive money and it will charge him service fee. (If the recipient has an account in that bank, the bank will help him to save that amount of money in his account; if not, it will give him cash). The recipient can receive the money you sent in one or two days.
Fig B Processes of remittance (Telegraphic Transfer)
Advantages:
 The procedure is simple and you need not do many procedures.
 It is a fastest and safest way for you to transfer money to oversea. As the bank inform the correspondent bank in oversea by Telex or SWIFT, it only takes one or two days for the recipient receives the money.
Disadvantages:
 It is the most expensive way of the three ways of remittance.
C1) Outward remittance
If you want to transfer money to a person or company in oversea by Mail
Transfer, firstly, fill in a Mail Transfer Application Form. After you have finished filling in the form, give it to the bank for permit. The bank will charge you for the service fee. After you have confirmed and paid the amount of money you need to transfer, (if you have an account in that bank, it will deduct the money you

need to paid from your account; if not, just pay cash), you can leave the bank and no any procedure you need to care because the bank will help you to do it all. The bank will send the payment instruction to the correspondent bank in that country you want to send money in by mail. This is a slow method to inform the correspondent bank in
Fig.C1 Remittance Envelope oversea to receive the payment instruction.(about 7-14 days).
C2) Inward Remittance
When the correspondent bank has received the paying instruction, it will contact the recipient to come to the
Fig C2 Paying Instruction bank and gives him the money which is in the currencies in that country because the correspondent bank has helped you to exchange the value of money you paid into the currencies in that country. (If the recipient has an account in that bank, the bank will help him to save that amount of money in his account; if not, it will give him cash) But the recipient needs to pay a service fee for getting the money you transferred.
Advantages:
 The procedure is simple.
Fig C3 Processes of remittance (Mail Transfer)
Disadvantages:
 It is quite expensive for the Mail Remittance.
 It takes a long time for the recipient to receive the money as it needs times for the paying bank in that country to receive the payment instruction and informs the recipient.
 Not many banks will have this type of remittance.
Here are the service fee charged by 4 main banks in Hong Kong for different types of remittances (for the non-customers of the banks):

HSBC
Demand Draft $60
Telegraphic $200 transfer
Mail Transfer /
Hangseng
Bank
$60
$150
Bank of
East Asia
$50
$200
Standard
Chartered
$60
$300
$120 / $120
For the Telegraphic Transfer, it is the most expensive one of the ways of remittances, the service fee of different banks is around $150-$300
For the Demand draft, it is the cheapest one of all the ways of remittances, the service fee of different banks is around $50-$60.
For the Mail Transfer, the service fee of different banks is around $120
*Most of the banks will provide a discount (30%-50%off) of the service fee of remittances for the customers of the banks.
 The banks may adjust a higher exchange rate for the remittances in order to get more commission.
 None of the bank can let you choose any of the bank in oversea to let your recipient to receive the money, the bank in the oversea should be the correspondent banks of the bank that you do the remittance in Hong
Kong.
 Some bank will only do the remittance for their bank customers.
Application Forms Remittance flow chart by
Demand Draft

Many banks in Hong Kong provide safe deposit box service with whole range of sizes to suit each customer's need, the safety boxes are with tight security and this service is very easy to apply. That's why quite a lot of people choose to let their valuables guard with the safety boxes.
The safety box application is very easy. Applications are only suitable for the people who are 18 years old or above and have a HKD current saving account at the bank. To apply a safety box, simply bring your identification documents and proof of address to the bank and go through 3 easy steps:
1. Sign the agreement for renting of safety box(es)
2. Provide your signature specimen
3. Pay the respective rent and deposits
After the application, the bank will give you 2 keys of the safety box(es)
 You cannot put any dangerous items, weapons, drugs or other illegal items into the safety box.
 76% of banks in Hong Kong indicated in the service contracts that they shall not be held liable for such loss or damage.

The remainder banks agreed to be responsible but only if the loss is proved to be caused by the bank or the negligence of staff.

If you have lost the key of the safety box or have broken the safety box, you need to pay the compensation to the bank.

You have to pay the rent to the bank before the expiry date to continue using the safety box.

If you want to stop using the safety box, you should take out all you things from the safety box and return the 2 keys to the bank. The bank will then give you back the deposits that you have paid.
Other people cannot open your safety boxes unless you have authorized them to do so. To gain access to your safe deposit box, bring along the key of your safety box to the bank at operating hour, sign an access authorization form and, upon verification against your signature specimen, the staff of the bank will escort you to your own box.
Rent payment can be quick and convenient. Customers can simply sign an auto-debit authorization and the Bank will deduct the rent from the savings or
HKD current account at regular payment dates.

1) Rent
Size (Height X Width
X Depth) (Inch)
3 X 10 X 23.5
5 X 10 X 23.5
10 X 10 X 23.5
10 X 15.5 X 23.5
2) Deposit
Fee per year
$ 500
$ 900
$ 1300
$ 2500
You have to pay the deposit to the bank when you apply the safety box, it cost the same as the rent.
The bank will give you back the deposit when you stop using the safety box service.
3) Compensation -
Replacement of one key
Breaking open of box due to loss of all keys
HK$100 per key plus handling charge
HK$200 per box plus handling charge
(including charge for replacement of keys)

Few days ago, my mother went to a bank because she wanted to cancel the deposit box. When my mother asked to cancel the deposit box, the manager in the bank asked her the reason about why she would like to cancel it.
Manager: Madam, may I help you?
Mother: I would like to cancel the deposit box here.
Manager: Why?
Mother: I think the deposit box in this bank is too expensive, so I would like to cancel it.
Manger: Our deposit box is not expensive! Why do you think so?
Mother: Of course expensive! I have a bigger deposit box in other bank. But I only need to pay more $100 for that deposit box and that deposit box is this twice, so I must cancel this deposit box.
Mana ger: If you don’t like this deposit box, do you like to have a smaller one?
Mother: No, thanks. I would like to put all the things in here to other deposit box. bank.
Manager: You could choose other deposit box!!!!!!!!
Mother: No, thanks. I need to cancel it.
Manger: Ok then…
My mother thought that the services in this bank is not good enough because the manager asked her to choose the smaller deposit box although my mother didn’t want to have a smaller one, So she thought that this bank is not a good

I have interviewed my mum about one of her bad experiences when using the bank service.
Last month, mum lost her visa card. One day, she went to the bank to report the loss of her card at lunch hour. She lined up in one of the counters and waited for a long time. When it was her turn, the receptionist of that counter went away. My mum had been waiting for half an hour, but she didn’t come back and made my mum angry. Then she went to another counter to complain. They found out that the receptionist responsible for the counter was away for lunch but no one took her place. Finally, the manager of the bank made another one to serve my mum.
My mum was really disappointed of that bank. Their services were bad and couldn’t serve the customers well. She thinks as the receptionists of a bank, should be responsible for their customers. Just like the case above, the corresponding receptionist should call another one to take her place. And, they should serve the customers well and effectively.

I have interviewed my mother about the quality of bank services. She said that she is very satisfied with the personal financial service of the HSBC Premier.
She enjoys the banking services through HSBC Premier
Centers. Customers don ’t need to queue up and wait for a long time for the banking services there. They only need to wait for a few minutes, and then they can go into the room to meet the Customer Relationship Manager for personal banking service. The environment of the centers is quite comfortable, and they even provide coffee or tea to the customers.
Also, customers can access to their accounts through the HSBC Premier call-centers 24 hours a day, 7 days a week, from anywhere in the world.
She said that the Customer Relationship Managers of HSBC are very nice and polite. They are patient to listen to her problems and they provide her with unsurpassed personalized service and assistance for all financial management needs. When she has any questions or need advices on finance, she can ask them even on phone, they are always ready to help the customers by giving them some professional comments. nowadays are very good and convenient and the staffs of the bank are p In conclusion, she thinks that the banking services polite and efficient.

I= Iris (Interviewer) M= Mum (Interviewee)
I: May I have an interview with you, mom?
M: Yes, you may.
I: Can you evaluate the quality of a particular bank service, basing on your own experience?
M: Few years ago, I decided to enroll an insurance plan in Hang Seng Bank.
The office workers in the bank had shown me many types of insurance and some other protection plans. I think the Education Savings Protection
Plan of Hang Seng Life Limited is quite perfect. It is because it is a combined saving and life insurance plan that helps secure our children fund. Whilst planning ahead for their studies, the plan also offers payer’s benefit. Even if something unfortunate happens, Hang Seng Life will pay the outstanding premiums for us and help our children to achieve educational goals. Therefore, I enrolled this plan finally and also promoted this plan to my friends and relatives. Moreover, I want to praise the office workers in Han Seng Bank, it is because they are very gracious and they had explained a lot of insurance plans to me patiently.
I: This is the end of the interview. Thank you for having the interview with me!
M: You ’re welcome!

Here is the interview with my mother, she has talked about the service of the workers in the HSBC based on her experience.
I: Wundy (Interviewer) M: Mother (Interviewee)
I: Can you talk about your experience in a bank?
M: Sure. Few weeks ago, I suddenly remembered that I haven’t put enough money in my account for the auto pay of the electricity charge, and that day is the deadline. So I quickly went to the HSBC near the home.
It was 4:30 pm at that time. When I arrived, a security of the bank refused to let me in.
I: Why? Isn’t the bank close at 5:00pm?
M: Yes. I think so. But the security said that refused customers came in the bank at 4:30pm as to ensure the bank can serve all the customers completely and closed at 5:00pm.
I: Then what do you do?
M: I asked that could him considerate my situation. But he said that if he let me in, then everyone would come in too. And there were quite a lot of people in the bank. So, I was ready to go and I was going to do this matter by the automatic depositor machine. At the same time, a manager came out, apologized and she asked me to do it on the automatic depositor machine. I said that was troublesome with insouciance.
I: And then?
M: She said that it was not troublesome and she led me to the automatic depositor machine. Then she explained how it works, how to put the money into the envelope etc. Although I know how to do, I didn’t stop her because she explained enthusiastically.
I: The manager has a good service attitude.
M: Yes. Although I was quite embarrassed because there had some people standing after us impatiently, I could not deny the service of HSBC is really good.
I: Okay, thank you for your sharing.
My mother satisfied the service of HSBC near my home (the one in South

Horizontal), she thought that the workers in there are very polite and always try their best to serve the customers. I agree her view too. It is because when I asked the workers about the information of remittance for the project, they explained to me very detail and patiently. But my mother also suggested that the bank can close later as to convenient the one who go to work.

J: Jessica (Interviewer) D: Dad (Interviewee)
J: Hey dad, can I have an interview with you, it will not take you much time!
D: Sure, no problem!
J: Which bank do you usually go to?
D: It’s HSBC.
J: I see. So what do you think about the services in HSBC? Is it good or bad?
D: Hmm…actually, I think the services they provide are really good! The clerks and managers in there are polite!
J: Can you tell me some of your experience?
D: Last time I went to the bank and wanted to apply the MPF for my employees, but I didn’t know about the detail information of it and had no idea how to apply. I was searching for some booklets at that time and the bank manager came to me and asked if he could help me. He asked me to sit down and began to talk with me. He provides me with many different choices and information! At first, I though that the application for the MPF is very complicated but the bank manager told me in a way that I could understand easier.
J: I see, I think that’s the way of services that all the shops should provide in nowadays!
D: Yea…exactly!
J: Besides the good services HSBC provides, what other reason makes you choose this bank?
D: Every time I walk into the bank, I see a very tidy place. All the stuff arranges properly and the place is clean!
J: I see, that’s it for the interview. Thanks Daddy!
D: You’re welcome.

Evette Au ( 1 ) F.3B
Gloria Chan ( 5 ) F.3B
Bonnie Lau (18) F.3B
Iris Lau (19) F.3B
Wundy Lee (20) F.3B
Jessica Pang (28) F.3B
Work
Cover page
Dialogue
Credit Card
Personal Loan
Remittance
Safety Boxes
Names
Gloria Chan
Jessica Pang
Gloria Chan
Jessica Pang
Evette Au
Iris Lau
Wundy Lee
Bonnie Lau
http://www.hsbc.com
http://www.bochk.com/web/home/home.xml
http://www.standardchartered.com/global/index.html
http://www.dahsing.com.hk/dsb/rbd/html/dsb_fee_remittances_c.htm
http://www.whbmac.com/remittance.html
http://www.citibank.com.hk
http://www.shacombank.com.hk
http://www.hkbea.com/whp_welcome/whp_c_welmain.html
http://hk.yahoo.com
http://www.google.com
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