SHKP Quarterly

SHKP mall customer care ambassadors recognized with Service & Courtesy Awards 新地商場親客大使獲“傑出服務獎”多項殊榮 The Group is dedicated to fostering a comfortable and convenient shopping environment in its malls, while encouraging frontline staff to strive for service quality enhancement. Recently, SHKP mall customer care ambassadors were feted at the 2019 Service & Courtesy Awards, with MOKO taking home two gold and one silver award. MOKO receives numerous honours Organized by the Hong Kong Retail Management Association, the Service & Courtesy Award – dubbed the ‘Oscars’ of the Hong Kong retail trade – was introduced in 1986 to recognize the service excellence of retail brands and frontline staff, and strengthen the overall service standards of the local retail industry. At the 2019 Service & Courtesy Awards, 16 of the Group’s customer care ambassadors participated and were selected as finalists, and eight of the Group’s malls entered the final round of the Property Management categor y, which included 11 malls. Three MOKO customer care ambassadors emerged as awardees: Jane Tsui, gold award winner in the Supervisory Level – Retail (Services) category; and Annie Chan and JoJo Tsang, gold and silver award winners, respectively, in the Junior Frontline Level – Property Management category. In the same category, Stephanie Cheng o f Tai Po Mega Mall won the Outstanding Performance Award. And Annie Chan, JoJo Tsang and Cally Li of HomeSquare clinched the Excellent Service Star award for full marks in two rounds of mystery shopper assessments. Healthy competition helps raise industry service level Mall customer care ambassadors can learn from other top retail professionals in town to help elevate the malls’ service level, said Cris Fung, Sun Hung Kai Real Estate Agency Retail Marketing and Customer Relations General Manager . SHKP was the first property developer to take part in the Service & Courtesy Award in 2011. She added, “We hope that the participation of our customer care ambassadors will drive other customer service staff in our malls to actively improve their service quality.” Following in the footsteps of SHKP malls, other shopping malls have gradually joined the event in recent years. Through healthy competition, Cris Fung believes that there will be continuous improvement in the overall service standard of both SHKP malls and the industry, which will provide customers with a more refined leisure and shopping experience. SHKP mall customer care ambassadors achieve excellent results at the 2019 Service & Courtesy Awards 新地商場親客大使在“ 2019 傑出服務獎”取得驕人成績 顧客服務 Vol 94 • Q4 2019 • SHKP Quarterly 16