Promoting Culture of Excellent Services with Flagship Awards
旗艦獎項 宣揚優質服務文化
The Association’s 2017 Service & Courtesy Award and Mystery Shopper
Programme continued to drive retailers’ service quality to a higher level. To
respond to the changing retail landscape, we have actively reviewed the key
features of these flagship Programmes.
The Service & Courtesy Award will take on a new look next year. It is
our plan to put emphasis more on corporate culture in offering excellent
services, while recognizing outstanding retail staff. Through these awards,
we target to share the best practices of the winning retailers to their peers
in terms of service strategy and implementation, team engagement and
service innovation.
During this year, Mystery Shopper Programme fine-tuned certain
assessment criteria of its six specific retail categories. In addition to
competing for the awards at a standardized benchmark, retailers of these
categories will also be assessed on the basis of their unique service models.
協會於2017年繼續透過「傑出服務
獎」及「神秘顧客計劃」，向零售商
推廣優質服務文化，向更高的專業水
平及目標邁進。面對瞬息萬變的零售
市場，協會不時積極檢討及調整旗艦
計劃內容，以配合業界需要。
未來一年，協會將會為「傑出服務
獎」注入更多新元素。在表揚優秀
零售專才的同時，亦會加強嘉許服
務出眾的零售商，藉此向企業推廣
優質服務文化。得獎公司在業界中
樹立良好典範，更可透過最佳實踐
經驗分享，讓零售同業在服務策劃
及推行、團隊參與及服務創新等各
方面能砥礪切磋，進一步提升本港
的服務水平。
於本年度，「神秘顧客計劃」修訂了
其中六個零售組別的評審標準，使零
售商除了按照獎項的評審準則競逐殊
榮外，也可按照其組別獨特的服務模
式作更深入的評核。
54
