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To recap the discussion at the SME Retail Conference –
“
From Challenges to Opportunities
＂
, you may visit
http://sme.hkrma.org.
「化挑戰為商機」中小企零售研討會的精彩片段已上載於網站，請立即到
http://sme.hkrma.org
重溫！
零售分享座談會
在最後的零售分享座談會環節內，馬先生擔任主
持人，與兩位嘉賓在推行顧客服務方面交流見
解。袁小姐表示顧客服務對網上及實體商店同樣
重要，網站的易於使用度便是網上商店在顧客服
務一環的重要指標；唐小姐則指出，在品牌進行
重新定位時，亦應致力提升前線的顧客服務。台
下觀眾亦就人力資源管理提出問題，袁小姐指因
其公司規模細小，對前線員工的管理不宜太嚴
謹，為了保持年輕員工的和洽工作氣氛，其公司
會以次數較頻密的花紅獎勵員工；唐小姐的公司
正步向企業化，故需要設立不同的花紅與佣金系
統，讓同事能與公司目標一同前進。
Panel Sharing
At the panel sharing session chaired by Mr. Ma, the two guests exchanged
opinions on the topic of customer service. Ms. Yuen pointed out that good
customer service is crucial for both online business and physical shops, and
that whether a company’s website is user-friendly is an important benchmark
for online customer service. Ms. Tong shared that when a company is
undergoing rebranding, it should also reinforce its frontline customer service.
The gue s t speake r s we r e asked que s t i ons about human r e sour ce s
management as well. Ms. Yuen explained that due to the comparatively small
size of her company, she is not particularly strict with her frontline staff. She
offers incentive bonus to staff quite frequently to build up morale especially
among younger staff. Ms. Tong said her company has been expanding, and
therefore, bonus and commission systems have been gradually in place so that
the company and its staff can work together to pursue a common vision.
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