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APM customer care ambassador first to win Service & Courtesy Award

2012-11-22

Sun Hung Kai Properties’ (SHKP) shopping malls have been recognized for their excellence of service. Three customer care ambassadors from APM, Metroplaza and New Town Plaza were selected as finalists in the 2012 Service & Courtesy Award scheme organized by the Hong Kong Retail Management Association. APM’s Candy Lo won an individual award in the junior frontline – retail services category, the first person from Hong Kong’s shopping mall industry to be awarded this accolade.

Regarded as the “Oscars” of the service sector, the 27th Service & Courtesy Award scheme brought together 888 contestants, who each underwent a stringent evaluation process covering mystery-shopper assessments and team and individual interviews. Industry professionals judged the contestants on their professional image, presentation, interpersonal skills and service concepts and ability.

Sun Hung Kai Real Estate Agency General Manager (Leasing), Maureen Fung, said: “In keeping with the Group’s Building Homes with Heart ideal, APM serves millions of visitors each year and we upgraded the information counter to a customer care centre to meet this demand. Our well-trained customer care ambassadors provide friendly, attentive and diversified service and have become the faces of SHKP malls.” 

Ms Fung added: “We are honoured that APM’s ambassor won a Service & Courtesy Award and we will continue to raise service standards, offer premium services that exceed customer expectations and promote the mall’s unique late-night shopping and entertainment concepts.”

Sun Hung Kai Real Estate Agency General Manager - Retail Marketing and Customer Relations, Ho Lick Tin, said: “The Group was the first to introduce customer care ambassadors to its shopping centres in 1997, setting the standard for Hong Kong malls. SHKP was the only developer with its shopping malls entered in the finals of the competition this year, and never before has a Hong Kong mall received such an honour. This award shows the wide recognition SHKP has earned for its commitment to service excellence.” 

The finalists (from left): New Town Plaza’s Fanny Yuen, APM’s Candy Lo and Metroplaza’s Billy Kwok; Candy was the first winner from the shopping mall industry
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The finalists (from left): New Town Plaza’s Fanny Yuen, APM’s Candy Lo and Metroplaza’s Billy Kwok; Candy was the first winner from the shopping mall industry

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