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2013 Service & Courtesy Award - Call for Entry 2013 傑出服務獎 - 公開接受報名

傑出服務獎創辦至今28年，被譽為零售業的奧斯卡，深 獲香港零售管理協會會員及零售業人士的踴躍支持。多 年來，協會透過舉辦傑出服務獎，持續推廣優質服務文 化。獎項備受業界重視，各得獎者及其公司均會獲得同 業的高度認同和傳媒廣泛的報導。

今年傑出服務獎的口號是：

「專業．好客．多元」

目的

表揚零售業前線從業員的優秀表現。

提高香港零售業從業員的整體顧客服務水平，並增 進香港零售業的國際競爭力。

透過參與傑出服務獎，成為零售前線從業員的典 範，把優質服務推廣至公司各階層。

推廣零售業，鼓勵畢業生及其他行業的從業員投身 零售業。

對象

零售業前線員工

獎項架構

2013傑出服務獎將分為兩類：

個人獎項

參賽者分為兩個級別： (A) 基層級別 (B) 主管級別

在每級別及每組別中各選出一名得獎者

公司獎項 — 「最佳服務團隊獎」金獎、銀獎、銅獎

評審標準

評審準則如下： (1) 專業形象 (2) 表達技巧 (3) 人際溝通技巧 (4) 服務意識及技巧

(5) 管理知識及技巧 (只適用於主管級別)

Launched for 28 years, the Service & Courtesy Award is highly respected as the Oscars of the retail trade in Hong Kong. The Award has been successful, in promoting the awareness of service within the retail industry over the years. It has become a well-recognized annual activity that retail practitioners are looking forward to with keenness and excitement. Winners and their companies receive very extensive industry recognition and media coverage.

The theme and slogan for this year's Award is:

Professional Welcoming Diversified

OBJECTIVES

To award outstanding individuals engaged in the frontline retail profession for their outstanding service.

To upgrade the overall customer service standard of frontline retail staf f and to increase the competitiveness of Hong Kong' s retail industry.

To set role models for fellow retail staff and to engage both the retail staff and their companies in the process of the award programme, and promote the impor tance of qual i t y ser v ice among retai l practitioners from frontline to management level.

To promote the retai l indus tr y and at trac t fresh graduates or practitioners in other industries to take up retailing as their careers.

TARGET PARTICIPANTS

Frontline retail sales staff

AWARD STRUCTURE

The 2013 Service & Courtesy Award consists of 2 types of awards:

Individual Award

There are 2 levels of individual award: (A) Junior Frontline Level (B) Supervisory Level

Individual winners will be selected from each category of the Junior Frontline Level and Supervisory Level.

Company Award – "The Best Team Performance Award" – Gold Award, Silver Award and Bronze Award

JUDGING CRITERIA

1. Professional Image 2. Presentation Skills 3. Interpersonal Skills 4. Service Concepts and Skills

5. Management Skills (applicable to Supervisory Level)

JUDGING PROCEDURE 評審程序

Phase 1 第一階段 Mystery Shoppers Assessments

神秘顧客評審

Phase 2 第二階段 Preliminary Interview 準決賽 – 小組面試

Phase 3 第三階段 Final Interview 總決賽 – 個人面試

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