As for the Earn & Learn Pilot Scheme for the Retail Industry, we
are very glad that the first batch students had completed the
18-month Foundation Diploma programme this year. With the
support of participating companies, we trust the Scheme will
continue to support the sustainable growth of the retail industry
by nurturing a pool of professional new bloods.
Service excellence is of paramount importance in this changing
retail landscape. On an annual basis, the Association provides
due recognition to retail practitioners and companies with
outstanding performance through our two award schemes,
namely the Service & Courtesy Award and the Mystery Shopper
Programme (MSP). We have also introduced new initiatives
to these schemes this year which were well received and
applauded by the trade.
In particular, marking the 20
th
anniversary of our MSP, we
stepped up our training and consultancy services, so that
retailers can enhance their service flow by translating findings
from the in-depth MSP assessment into service improvement.
Also, with an overarching theme on uplifting customer
experience in an era of change, we organized over 50 seminars
and workshops on a wide range of topics, including the
application of customer journey mapping, and ways to capitalize
on the impact of mobile age.
Taking this opportunity, I would like to thank members for their
support to all our initiatives in manpower development. May
I extend my best wishes to our members and wish you all a
fruitful year to come!
至於零售業「職」學創前路先導計劃，首屆學
員已於本年度完成為期18個月的基礎文憑課
程，協會對此深感欣慰。有賴參與計劃的公司
的鼎力支持，協會相信此計劃將繼續為零售業
培育生力軍，推動零售業持續發展。
在不斷變化的零售環境中，優質的服務水平至
關重要。協會每年透過「傑出服務獎」及「神
秘顧客計劃」兩項獎項計劃，嘉許表現卓越的
零售從業員及零售商。今年，協會已為這兩項
獎項計劃推出全新安排，深受業界歡迎及讚
譽。
為慶祝「神秘顧客計劃」20週年，協會已加強
其培訓及諮詢服務，讓零售商能從神秘顧客計
劃深入的評審結果瞭解到顧客的感受及期望，
從而改善顧客服務流程。此外，協會已舉辦逾
50場講座及工作坊，題材多元化，包括如何應
用顧客體驗旅程及如何把握流動通訊時代的影
響力等，務求在這個變革的時代全方位提高顧
客的體驗。
本人藉此機會感謝會員對協會人才發展計劃的
支持，並祝願會員業務蒸蒸日上，迎來更豐盛
的一年﹗
Achievements
工作回顧
48
Vice-Chairmen's Messages
副主席之話
