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. 為提升商場服務質素，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。 活動至今踏入第 10 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，另透過「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。 「顧客至讚親客大使獎」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」旨在讚揚持續 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。早前，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 作為本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 所有商舖品牌、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