SHKP Quarterly

50% on customer assessments via an online satisfaction survey. The Mystery Shopper Assessment Top Mall Service Award was assessed by mystery shoppers on the overall performance of the customer care centre at participating malls. The HomeSquare team, which received the highest score throughout the assessments, took both team titles for the second year. HomeSquare: Team chemistry creates a happy working environment HomeSquare won two grand prizes again this year, reflecting the fact that both mystery shoppers and real customers were entirely satisfied with their service. An achievement like this is the result of building strong esprit de corps. The team strongly believes that a happy working environment helps create a happy atmosphere for customers. That is why staff are encouraged to speak up at regular gatherings to strengthen their sense of belonging. Staff appreciation and recognitions are also given out to raise job satisfaction. A happy working environment generates positive team chemistry. When paired with professional and caring service, it offers an exceptional shopping experience for customers. Team spirit is of the utmost importance in special situations. Team chemistry played a vital role in a recent case in which a pregnant lady was about to give birth outside the restroom. A customer care ambassador helped to calm the couple while the others brought the lady a blanket. Knowing that the husband wanted to drive his wife to hospital, the team immediately escorted the lady to the carpark in a wheelchair. At the same time, the carpark staff made special arrangements to divert nearby traffic. Ultimately, the couple managed to arrive at the hospital without delay for a safe delivery of the baby. The only Home Ambassadors service in town As the first one-stop shopping mall for home furnishings in Hong Kong, HomeSquare has continually enhanced its services to stay connected with customers’ changing needs over the past 10 years. Apart from general customer service skills, each and every team member is an expert on all tenant brands, product categories, offers, features and much more. HomeSquare introduced the Home Ambassadors service in 2017, which helps customers plan their shopping route, accompanies customers to try specific home furnishings, and helps customers analyze their shopping needs. Currently, this service is the only one of its kind in town, offering a warm yet practical shopping experience for customers. 為提升商場服務品質，並嘉許表現卓越 的親客大使，集團自 2008 年起每年舉辦 新地商場“以心服務”親客大使選舉。 活動至今邁入第 1 0 個年頭，深受公眾 支持，足證新地商場的優質服務備受肯 定。 摯誠服務 家‧倍親切 今年選舉以“摯誠服務 家‧倍親切”為 主題，帶出親客大使以專業細心的態度， 時刻留意顧客需要，主動行多一步，以無 微不至的服務感動每位顧客，為顧客打造 另一個“家”，讓他們體驗快樂的購物旅 程。 今年選舉共有 20 家商場，合共 104 位親客 大使參賽。公眾踴躍參與，在為期兩個月 的投票期內，大會一共收到超過 90,000 張 有效選票，另通過“新地商場親客大使選 舉” Facebook 專頁接觸超過 156,000 人次 的用戶，令廣大市民對親客大使選舉有更 多認識。 七大獎項嘉許卓越表現 今年選舉共頒發七大獎項，大部分獎項均 加入神秘顧客專業評審環節，確保結果公 平客觀。 “顧客至贊親客大使獎”百分百由公眾投 票選出，由得到最多有效票數的三名親客 大使獲得。“最佳‘以心服務’親客大使 獎”百分百由神秘顧客評審，每家商場 得分最高且達大會指定水平的親客大使 才可獲獎；今年共有 18 家商場的親客大 使得獎。在眾得獎者中，得分最高者更 獲頒“神秘顧客評審最 Top 服務親客大使 獎”；今年得獎者為新城市廣場三期的親 客大使，其得分更打破歷屆選舉的神秘顧 客評審分數記錄。 “卓越服務親客大使獎”旨在贊揚持續有 卓越表現的親客大使。在最近三屆選舉 中，神秘顧客評審得分達大會指定水平的 親客大使即可獲獎，得獎者共七名。為鼓 勵新入職的親客大使不斷進步，融入團隊 工作，大會今年特別增設“最 Top 服務親 客大使新人獎”，嘉許在神秘顧客評審得 分最高的新入職親客大使。 “最佳表現商場獎”以神秘顧客評審分 數，以及顧客在網上意見調查對商場服 務評審分數，各佔一半計出總分；今年 繼續由 HomeSquare 勝出。“神秘顧客評 審最 Top 服務商場獎”由神秘顧客到參賽 商場，全面評估顧客服務中心的表現。 HomeSquare 在多次評審中均表現優秀， 以最高總分奪得獎項，蟬聯成為雙料得獎 商場。 HomeSquare ：團隊默契成就愉快 工作環境 HomeSquare 團隊今年繼續取得兩大商場 獎項，即是說無論是神秘顧客抑或真正顧 客均對商場的服務感到稱心滿意。這個成 績實在有賴團隊間的合作精神；團隊深 信，要把快樂氣氛帶給顧客，隊友也必須 以愉快的心情工作。團隊鼓勵同事表達意 見，定期舉辦茶聚，凝聚歸屬感。公司亦 不時給予嘉許和肯定，讓同事提升工作滿 足感。在愉快的工作環境下，團隊可以好 好發揮默契，再配合專業細心的服務，為 顧客帶來與別不同的購物體驗。 當遇上難題時，團隊間的默契就往往發揮 關鍵性作用。此前，有孕婦在商場洗手間 外臨盆在即。團隊立即分工，有人先行安 撫孕婦及其丈夫的情緒，並送上毛毯為孕 婦蓋上。在得悉孕婦丈夫欲自行駕車送太 太到醫院分娩後，團隊馬上安排輪椅護送 她到停車場。停車場同事則協助開路、指 揮周邊交通狀況及疏導車輛，讓顧客可以 迅速前往醫院，順利生產。 全港獨有的“家居服務大使”服務 作為香港一站式家居主題商場的始祖， HomeSquare 在這 10 年間，不斷提升服 務，滿足顧客不斷轉變的需要。除了一般 客戶服務技巧之外，團隊各人亦精通所有 商鋪品牌、產品種類、優惠及其特色等知 識。 HomeSquare 更於 2017 年推出全港獨 一無二的“家居服務大使”服務，協助顧 客規劃購物路線、陪同顧客體驗家品及協 助顧客分析選購所需，為顧客提供既貼身 又貼心的購物新體驗。 19