SHKP Quarterly

SHKP malls’ Customer Care Ambassador teams take home over 80 awards and recognition 新地商場親客大使團隊勇奪 80 多個獎項及認證 SHKP malls’ premium customer service has been widely recognized by the industry, with the latest recognition received from the 2021 Service Talent Award, organized by the Hong Kong Retail Management Association. SHKP malls’ Customer Care Ambassador teams clinched over 80 awards and other recognition, including gold and bronze in the Retail Excellence Award, and gold, silver and bronze by six Customer Care Ambassadors in the individual awards. SHKP malls’ Customer Care Ambassador teams stand out in the 2021 Service Talent Award with over 80 awards and recognition 新地商場親客大使團隊在「 2021 傑出服務獎」中，勇奪超過 80 個獎項及認證，表現優異 Recognition from the Oscars of retail For years, the Group has nominated its shopping mall frontline teams to participate in the Service Talent Award, aka the Oscars of retail, to learn from other top talents in the industry. This year, 21 major SHKP malls took part in the competition. The participating Customer Care Ambassadors demonstrated their ser vice excellence and resilience during several rounds of mystery shopper assessments and group interviews, bringing them recognition and exceptional results. For the company awards, APM, Metroplaza and YOHO MALL won gold, bronze and a certificate of merit, respectively, in the Retail Excellence Award. APM, New Town Plaza and YOHO MALL received the Top 10 My Favourite Outstanding Service Retail Brand by public votes. They were the only shopping malls to attain this honour. In addition, APM, New Town Plaza I, Tai Po Mega Mall, Uptown Plaza and YOHO MALL took half of the places in the debut Top 10 Outstanding Flagship Service Stores award. Again, they were the only shopping malls on the winners list. Among the individual awards, Cheng Pui- ki, from Tai Po Mega Mall, and Chow Wai- yu, from K-Point, won gold awards in the Property Management (Junior Frontline Level) and STA New Participating Brands (Junior Frontline Level) respectively. Six SHKP malls’ Customer Care Ambassadors also won silver, bronze and outstanding performance in the individual awards. And 14 Customer Care Ambassadors were named Excellent Service Stars for getting full marks in the Mystery Shopper Assessments. Enhancing customer service through smart technology Cris Fung, Leasing – Retail Marketing and Customer Relations General Manager, Sun Hung Kai Real Estate Agency Limited , said she was thankful that the Customer Care Ambassador teams keep delivering professional, caring service during the pandemic last year. Cris Fung continued, “In the face of the pandemic challenges, in addition to ensuring that SHKP malls implement comprehensive anti-pandemic measures, our customer service teams have provided professional, attentive service in the new normal. SHKP has also strategically driven smart facility and automation in its malls, including the use of various cutting-edge smart robots, touch-free installations, a 5G Smart Restroom system, and multiple smart property and facility management systems. Integrating the new technology with attentive service further enhances the new standard of service, thus increasing the malls’ competitiveness.” Customer Service Vol 103 • Q1 2022 • SHKP Quarterly 24