Basic HTML Version
Service Forum Unveils 2011 Service & Courtesy Award
with Enlightenment
「零售服務研討會」帶來新啟廸 －「傑出服務獎」正式揭幕
香港零售管理協會於
2011
年
5
月
5
日
(
星期四
)
舉辦的「零售服務
研討會」，為
2011
年「傑出服務獎」揭開序幕。研討會邀請
了多位星級演講嘉賓、零售專才及傑出服務獎的得主，與超過
300
位前線工作人員以至管理級的業界人士分享心得，從多角
度探討零售業的服務發展及機遇。
首位演講嘉賓是富利堡企業有限公司主席及行政總裁黃毅力先
生，他在其多元化的業務當中以有趣的實例，與業界分享他在零
售服務的寶貴經驗。他認為顧客的意見對改善服務質素非常具建
設性，因此成功的待客之道，秘訣在於零售從業員能否將顧客當
作家人般細心看待，經常聆聽他們的意見，照顧他們的需要。
香港浸會大學社工系講師邵家臻先生則以風趣幽默的演說，分
析了佔勞動人口比重漸高的「
80
後」之特點，並指出大家對
「
80
後」有不少負面評價，是基於大家對他們的性格特點並不
了解。邵先生解釋，「
80
後」的確較為自我，但他們不是存心
製造麻煩。他亦建議企業採用即時獎罰的制度，這樣會較容易
使「
80
後」接受。
過往「傑出服務獎」的得獎者，包括西彥有限公司
45R
的張秀
珊小姐，以及「最佳服務團隊獎」得獎公司
TS L|
謝瑞麟的代
表，亦與業界分享參賽經驗。在「傑出服務獎」籌備委員會主
席馬永基先生主持的問答環節中，這些得獎者更回顧了比賽面
試時的一些特別經歷，在場觀眾均把握機會踴躍提問，積極了
解箇中的成功秘訣。
A Service Forum was held by the Association on May 5 2011 as
a prelude to this year’s Service & Courtesy Award. Experts and
past winners delivered inspirational talks to some 300 interested
participants from frontline to management levels, exploring
together the industry from myriad perspectives.
The first speaker was CEO of Richburg Corporation Limited
Mr. Eric Wong, sharing his invaluable insights with interesting
real-life examples from his diversified business. He revealed his
secret to handling customers is treating them as his family and
always listen to them for their comments may be constructive to
improve services.
Following was Mr. Shiu Ka-chun, Lecturer of the Department of
Social Work at Hong Kong Baptist University. With a sense of
humour, he shed light on the issue of the post-80s generation,
who occupies a rising proportion of the workforce; however,
their attitude to work is often deemed negative by society. Mr.
Shiu analysed their mentality and pointed out they are only
more self-focused rather than being problematic. He suggested
instant reward or punishment as an effective way of dealing
with them.
The forum then reached a climax when past recipients of the
awards — individual winner Ms. Susan Cheung of 45R, and Best
Team Performance Award winner TSL Jewellery — were invited
to share their stories. The latter recalled their special memories
in a Q&A session led by Mr. Paul Ma, Chairman of the Service
& Courtesy Award Organizing Committee. The audience raised
questions enthusiastically, hoping to hear their recipe for success.
In the end, Mr. Ma adv ised that preparat ion for the
competition should be done on a daily basis. He laid
emphasis on sharpening one’s flexibility and analytical skills
as well as thinking from multiple perspectives.
The Service & Courtesy Award recognizes the outstanding
performances of frontline retail professionals, and through
that promotes the awareness of quality service in the retail
trade. Well received by retailers, the Award is often dubbed
the “Oscars of the retail industry”.
This year’s theme: Innovating Service to Embrace Challenges
echoes the competitive demand and diversity of the retail
trade today. In order to have a fair share of the market,
said Ms. Caroline Mak, Chairman of the Association, it is
necessary for retailers not only to keep enhancing their
products and brand image, but establish a service culture
unique to themselves.
Entering its 26
th
year is a huge milestone for the Award, and
it cannot be accomplished without the tremendous support
of sponsors and par tners, including American Express
International Inc., Hong Kong Economic Times, Recruit
Advertising Limited and The Standard.
1. Ms. Caroline Mak, Chairman of the Association gave a welcoming speech to kick off the event.
香港零售管理協會主席麥瑞琼女士致歡迎詞，為活動揭開序幕。
2. Speakers received souvenirs from the Association.
各位講者接受紀念品。
3. Mr. Eric Wong, CEO of Richburg Corporation Limited shared his invaluable insights from
his diversified retail business.
富利堡企業有限公司主席及行政總裁黃毅力先生與業界分享他零售服務的寶貴經驗。
4. Mr. Shiu Ka-chun, Lecturer of the Department of Social Work at Hong Kong Baptist
University shed light on the issue of the post-80s generation.
香港浸會大學社工系講師邵家臻先生分析了「
80
後」之特點。
5. Past recipients of the awards, Ms. Susan Cheung of 45R, and Best Team Performance
Award winner TSL Jewellery shared their winning experiences with audience.
過往「傑出服務獎」的得獎者，包括西彥有限公司
45R
的張秀珊小姐，以及「最佳服
務團隊獎」得獎公司
TSL|
謝瑞麟的代表與業界分享參賽經驗。
6. Mr. Paul Ma, Chairman of the Service & Courtesy Award Organizing Committee advised
that preparation for the competition should be done on a daily basis.
「傑出服務獎」籌備委員會主席馬永基先生建議有意參賽的同業無時無刻都要為比賽
作好準備。
1
3
2
4
5
5
6
最後，馬永基先生建議有意參賽的同業無時無刻都要為比賽作好準
備，並強調要成功，便要鍛鍊靈活性、分析能力以及從多角度去思
考解決問題。
「傑出服務獎」是為了表揚表現出色的零售前線從業員，並透過這
項盛事提升零售業界對服務質素的關注。這獎項深受零售業界的認
同，更被喻為「零售業奧斯卡」。
本年度的「傑出服務獎」以「零售靈活多變．服務創新迎挑戰」作
為主題，回應目前零售業面對的激烈競爭及多元化的需求。香港零
售管理協會主席麥瑞琼女士指出，要在市場上取得佳績，零售商除
了要不斷改進產品及品牌的形象外，還需要創造獨特的服務文化，
使其品牌能夠脫穎而出。
「傑出服務獎」今年已邁進第
26
個年度，
踏入重要的新里程！這項享譽業界多年的
盛事能取得今天的成果，全賴美國運通
國際股份有限公司、香港經濟日報、
Recruit Advertising Limited
及英文虎
報等贊助商及合作夥伴的
大力支持。
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