SHKP Quarterly

Heartfelt, caring service from SHKP mall customer care ambassadors 新地商場親客大使服務摯誠、體貼窩心 Since 2008, the SHKP Malls 'Serving with Heart' Customer Care Ambassador Election has been held annually to enhance mall service and recognize all outstanding customer care ambassadors’ efforts. Putting the 'Serving with Heart' spirit into practice while continually making improvements, the customer care ambassadors have won widespread praise for years from mall visitors. The 11th Customer Care Ambassador Election concludes successfully The theme for this year is: ‘We wholeheartedly commit to serving you!’, featuring the customer care ambassadors’ sincere attitudes and caring service that make customers feel at home. A total of 99 customer care ambassadors from 20 malls participated in the election this year and the public response was enthusiastic. Over 90,000 valid votes had been received during the two-month voting period, while crowds of netizens were reached through the SHKP Malls 'Serving with Heart' CCA Election Facebook page. Eight awards were presented this year with most comprising mystery shopper assessments as the criteria to ensure fairness and objectivity. Winners of the 11th SHKP Malls 'Serving with Heart' Customer Care Ambassador Election with the Group’s management, leasing teams, mall operation teams and guests at the awards presentation ceremony 第 11 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、租務部團隊、商場管理團隊及嘉賓合照留念 Among the individual awards, the Best ‘ Ser ving with Hear t ’ Cus tomer Care Ambassador Award went to 19 winners in total. HomeSquare’s winning customer care ambassador also took home the Mystery Shopper Assessment Top Customer Care Ambassador Award due to his record- breaking score. The Excellent Service Cus tomer Care Ambass ador Awards recognize customer care ambassadors who have demonstrated consistent excellence over the past three years, with eight recipients winning the award this year. The Top New Customer Care Ambassador Award was given to new customer care ambassadors. As a way to encourage more ambassadors, the number of awardees was increased to three. The Most-like Customer Care Ambassador Awards were once again based solely on public voting. For team awards, the Myster y Shopper Assessment Top Mall Service Award was based on mystery shopper assessments of the overall performance of the customer care centre at the participating malls. Tai Po Mega Mall which outperformed in several rounds of assessment, achieving perfect scores in certain categories, ultimately took the prize. The Best Performing Mall Award went to Uptown Plaza. The brand new Mystery Shopper Assessment Best Improvement Mall Award was won by Landmark North. Customer Service Vol 92 • Q2 2019 • SHKP Quarterly 20