SHKP Quarterly

MOKO shows winning service with heart spirit MOKO 新世紀廣場以心服務 備受讚賞 The Group refurbishes its shopping malls on a regular basis, brings in new shops and constantly refines service to make customers feel welcome. MOKO by MTR Mong Kok East Station finished a major revamp in the second half of 2015 giving it a new, more attractive layout and enhanced customer service, bringing a number of recent awards. Renovation earns gold award MOKO has a fresh look inside and out after the renovation with broad windows letting in natural light for comfortable shopping and leisure. The stylish, curvy atrium makes shop fronts stand out and spreads traffic, while the redesigned mall space and shops enhance the shopping experience and reconfigured express escalators carry patrons to different floors, bringing tenants more business. Shoppers now have a new MOKO and the reconfiguration has strengthened the mall’s position as a chic retail hub in Mong Kok. The project has been awarded the highest gold award in the Renovations / Expansions category of the 2016 Asia Pacific Shopping Center Awards given by the International Council of Shopping Centers (ICSC). More recognition for customer service MOKO customer care ambassadors are constantly improving with comprehensive training to enrich professional knowledge. A happy work environment also helps build team spirit and motivates ambassadors to deliver caring service. The MOKO customer care team recently received accolades from the Hong Kong Retail Management Association. The customer care centre was highly praised for its professional, caring service by mystery shoppers and the judges in the 2016 Hong Kong Awards for Industries: Customer Service, winning a Customer Service Award. At the 2016 Service & Courtesy Awards, four MOKO customer care ambassadors entered the final round. Manny Lo got high scores from mystery shoppers and the judges to win the Individual Award – Supervisory Level in Retail (Services) – Life & Entertainment / Wedding category. The mall’s Point-to-point Same-day Delivery Service won silver for Best Service Outlets. Gold Renovations / Expansions ICSC Asia Pacific Shopping Center Award for the new MOKO MOKO 新世紀廣場的大型優化工程，在 ICSC “亞太地區購物中心大獎”中獲“翻新／擴展”組金獎 顧客服務 Vol 83 • Q1 2017 • SHKP Quarterly 22