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Singapore Study Tour
新加坡考察團
為達到更佳學習效果，「寓學習於娛樂」這個方法着實
適合不過！在最近舉行的新加坡考察團中，參加者正正
透過探訪及參觀，與當地零售同業進行了愉快的交流，
獲益良多。
考察團於
5
月
30
日至
6
月
2
日期間舉行，共有
40
位零售從
業員參加，他們分別來自
29
個零售機構，當中更包括
2010
年傑出服務獎的得獎者。考察團獲安排前往新加坡
兩大著名商場參觀，並與當地零售業界交流工作經驗和
心得。
在怡豐城
(VivoCity)
購物中心，考察團有機會參觀零售店
Cold Storage
、
Giant
和
Guardian
的運作，深入了解這些品
牌的客戶服務計劃。此外，
City Square Mall
的中心總監
Tan Boon Tuck
先生亦與考察團分享管理心得，並介紹購
物中心如何提供的環保及方便家庭使用的設施，使他們
成功提升了優質顧客服務，並因此屢獲獎項。
這次行程，考察團成員除了能夠暢遊當地著名景點，購
買到別具特色的產品和手信外，更重要的是，他們能對
新加坡零售業有進一步了解，並與當地從業員互相分享
寶貴經驗，可謂滿載而歸。
Learning with fun can definitely yield better results. Participants
of the Singapore Study Tour have enriched their experience as they
exchanged knowledge with retail counterparts during their recent
pleasurable trip in Singapore.
From 30 May to 2 June, 40 participants from 29 retail companies,
including winners of the 2010 Service & Courtesy Award, joined in
this study tour. During their visits to two prominent shopping malls in
Singapore, participants have learnt a lot from the experience-sharing
of the practitioners there.
In the visit to the VivoCity Shopping Mall, participants got valuable
insights from Cold Storage Supermarket, Giant and Guardian’s on-
going customer service leadership programme. Mr. Tan Boon Tuck,
Centre Director, City Square Mall, shared how excellent customer
services can be achieved through the mall’s award-winning eco- and
family-friendly features.
After the tour, participants have found out the characteristics of retail
industry in Singapore. When they came back, you can find in their
luggage not only nice souvenirs from Singapore, but fruitful findings
and understanding that are to be shared with their fellow retailers.
The tour was organized with success as the exchange between
retailers of the two places was enhanced and retail industry in Hong
Kong was further promoted overseas.
Local retailers shared service tips with
the participants.
當地零售商與參加者分享服務心得。
Good references of internal team building activities.
公司內部的團隊培育活動，值得大家作為參考。
Participants visited different retail outlets.
參加者到當地不同零售點參觀。
What are the key takeaways?
參加者有什麼體會
?
The frontline staffs in Singapore know very
well the need of their customers with different
cultural backgrounds and religions. To provide more
attentive customer service, we should also gain
relevant knowledge because Hong Kong is after all
an international city!
(Ma Shuk Han, Pizza Hut Management Ltd)
當地前線服務員會細心考慮到顧客來
自不同種族和信奉不同宗教，十分了解
他們不同的需要；我們也應加強有關知
識，更體貼顧客的需要，畢竟香港是個
國際都會呢。 (香港必勝客 馬淑嫻)
There wasn't a standard welcoming expression or
hard selling, but a nice smile from the salesperson
which made me feel good. This inspires me to
think if we can also be creative in selling,
consumers can really shop in a relaxed environment
out of this fast paced Hong Kong.
(Mak Shek Chung, CRCare Co Ltd)
店員沒有「招牌式」的歡迎或大力推銷，
只報以一個點頭微笑，令我感覺更自在。我
想：香港生活節奏急速，充滿壓力，我們在
銷售時能否也創新一點，讓客人也可以輕
鬆享受購物樂趣？ (華潤堂 麥錫松)
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