The 2017 Service & Courtesy Award and Mystery Shopper
Programme both registered continued support from retail
companies, sharing the same goals of driving customer
service excellence. To respond to rapid changes in the retail
landscape, we took the initiative to review the key features of
these two flagship programmes.
We have conducted industry consultations and focus groups
to gauge the effectiveness of our programmes; as well as to
seek participants’ and stakeholders’ insights on the latest
service benchmarking and staff engagement trends. The
views collected from these focus groups have laid a solid
foundation for the enhancement of these programmes in the
coming year.
The Annual Dinner continues to be the most significant
event on the Association’s calendar. This year it was held at
the Grand Hall of the Hong Kong Convention and Exhibition
Centre with over 100 tables.
Closing Remarks
Finally, I would like to thank members for their support and
participation. Without your dedication and commitment, we
would not have been able to take the Association’s work to
the next level and to serve the industry in our best efforts.
I would also like to thank Mr. Peter Shiu for representing
the industry in the Legislative Council. I treasure our strong
rapport in striving to get the voice of Hong Kong retailers
heard on matters pertaining to the development of our trade.
In addition I would like to express my great gratitude to
the Board of Directors and my fellow Ex-Co members
who contribute their time and expertise to enhancing the
Association’s work, especially Vice-Chairmen Mr. Winston
Chow, Ms. Malina Ngai, Mr. Henry Yip; and Chairman of the
Membership Sub-Committee Dr. Guy Look.
Our strong working relationship is the key to the
Association’s further development. It has been an honour to
serve as Chairman. I look forward to having your unfailing
support in the year ahead as always.
I would like to wish you and your business every success.
「2017傑出服務獎」及「神秘顧客計劃」繼續獲
得零售公司的支持。參與公司與協會抱著共同目
標，致力推動優質的顧客服務。為了應對零售環
境的急速變化，協會正積極檢視上述兩項旗艦活
動。
透過多次諮詢業界並舉行焦點小組討論，協會得以
聆聽參加者及持份者對最新顧客服務指標及提升員
工參與度的意見，全面了解兩個旗艦活動的效能，
有助協會於來年推行一系列革新的措施，使「傑出
服務獎」及「神秘顧客計劃」更臻完善。
周年晚會是協會最大型的盛事。本年度的周年晚會
於香港會議展覽中心大會堂舉行，預計有超過100
座席。
總結
最後，我希望藉此機會感謝會員的參與。全憑會員
的熱誠與支持，協會得以再接再厲，全力以赴為零
售業服務。
我亦希望藉此機會感謝邵家輝議員代表業界在立法
會發聲。我期望繼續與邵議員緊密合作，一起致力
於香港的零售業發展。
我亦衷心感謝董事會成員和執委會成員付出寶貴的
時間及專業意見，讓協會的工作更完善。我特別感
謝三位副主席周允成先生、倪文玲女士及葉焯德先
生，以及會員事務委員會主席陸楷博士對協會作出
的貢獻。
團結一致對協會進一步發展非常重要。我很榮幸能
擔任協會主席，希望來年能夠繼續獲得大家的支
持。
祝大展宏圖，業務蒸蒸日上﹗
謝謝﹗
（摘自2017年10月13日第34屆會員周年大會主席報告）
(Presented at the 34th AGM on 13 October, 2017)
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