SHKP Quarterly

SHKP Malls ‘Serving with Heart’ Customer Care Ambassador Election celebrates its 10th anniversary 新地商場“以心服務”親客大使選舉邁進第 10 年 The Group has set up customer care centres in its major malls staffed with customer care ambassadors for caring service since 1997 to put the Serving with Heart spirit into practice, offering shoppers an all-round shopping and leisure enjoyment. SHKP Malls ‘Serving with Heart’ Customer Care Ambassador Elections are held annually to continuously enhance overall performance. Celebrating its 10th anniversary, the elections demonstrate the Group’s pursuit of excellence and commitment to quality. T h e C u s t o m e r C a r e Amb a s s a d o r Elections assess different attributes with recognition given to top performers, as well as performance evaluations and areas for improvement for all participants. The elections also help ambassadors build stronger teams and deliver more professional, caring service. Make you feel like home The theme this year is ‘Make You Feel Like Home’. Over 100 full-time and part- time customer care ambassadors from 20 malls take part. Most-like Customer Care Ambassador Awards will again be based 100% on customer votes, while other awards will include mystery shopper assessments and customer satisfaction surveys to ensure fairness. Sun Hung Kai Real Estate Agency Limited Retail Marketing and Customer Relations General Manager Cris Fung said: “The Group aims to build alternate ‘homes’ at its malls with advanced facilities and comprehensive value-added service. Our customer care ambassadors are always ready to go the extra mile and make customers feel at home while shopping. We hope customers will continue participating in the elections, which are now in the tenth year, and help our customer care ambassadors grow.” Customer service moving with the times Comprehensive value-added service is provided at the Group’s shopping mall customer care centres, with popular ones including free mobile phone charging, free WiFi, lockers, baby stroller loan, baby bottle warming and taxi hailing. Last year, it started letting customers return borrowed umbrellas, scarves or reusable bags at any of 20 SHKP malls for added convenience. Some malls even have special services to suit local lifestyles like lending bicycle repair tools at New Town Plaza and pet strollers at Mikiki and YOHO MALL. There is all-round professional training for customer care ambassadors to ensure continuous service enhancement, including customer service professional courses, role playing, make-up and image-building courses and overseas study trips. Top performers can be promoted to supervisory roles or switched to back-end duties in property management to pursue further careers. Customers can return borrowed umbrellas, scarves or reusable bags at any of 20 SHKP mall customer care centres 新地商場顧客服務中心設有“處處還服務”，讓顧客可以於香港 20 家新地商場的任何一家歸還借用的雨傘、披肩及環保袋 顧客服務 Vol 86 • Q4 2017 • SHKP Quarterly 24