SHKP Quarterly

The 10th SHKP Malls 'Serving with Heart' Customer Care Ambassador Election concludes with success 第 10 屆新地商場“以心服務”親客大使選舉圓滿結束 Since 2008, the SHKP Malls 'Serving with Heart' Customer Care Ambassador Election has been held annually to enhance service and recognize staff contributions. The election recently celebrated its 10th successful year, thanks to long-standing support from customers and their recognition of premium services at SHKP malls. Make you feel like home The election theme for the year is ‘Make You Feel Like Home’, highlighting customer care ambassadors’ professional and caring service. As always, the customer care ambassadors pay careful attention to what customers need and go the extra mile to satisfy them. The caring service makes customers feel like they are at home while shopping, and lets them truly enjoy the entire experience. There were 104 customer care ambassadors from 20 malls participated in the latest election. The response was indeed encouraging with over 90,000 valid votes received during the two-month voting period. Additionally, over 156,000 impressions were reached on the SHKP Malls 'Serving with Heart' CCA Election Facebook page to let more people learn about the Customer Care Ambassador Election. Seven awards for performance recognition Seven awards were presented this year with mystery shopper assessments included for most awards to ensure fairness. The Most-like Customer Care Ambassador Awards were based solely on public voting with the top three garnering the highest number of valid votes becoming the winners. The Best ‘Serving with Heart’ Customer Care Ambassador Awards were determined by mystery shopper assessments alone. Only the top performer from each mall reaching a specified score could win with 18 customer care ambassadors receiving the award this year. Among them, the best performer took home the Mystery Shopper Assessment Top Customer Care Ambassador Award. The winner for this year came from New Town Plaza III who also attained a record-winning score in the mystery shopper assessment. The Excellent Service Customer Care Ambassador Awards were initiated to re cogni ze thos e cus tomer c are a m b a s s a d o r s w h o c o n s i s t e n t l y demons trated s trong per formance in their work. Awards went to seven candidates who managed to meet the specified minimum mystery shopper assessment score over the past three elections. The Top New Customer Care Ambassador Award was introduced this year to encourage newcomers to make continuous progress and fit in with the team. The award ultimately went to the one earning the highest score in the mystery shopper assessment. The Best Performing Mall Award, won again by HomeSquare, was assessed based 50% on mystery shopper assessments and Winners of the 10th SHKP Malls 'Serving with Heart' Customer Care Ambassador Election together with the Group’s management team, leasing teams, mall operation teams and guests at the awards presentation ceremony 第 10 屆新地商場“以心服務”親客大使選舉各得獎者與集團管理層、租務部、商場管理團隊及嘉賓合照留念 顧客服務 Vol 88 • Q2 2018 • SHKP Quarterly 18