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SME Support
Sincere customer service and taking complaints seriously
待客以誠
正視投訴
Founded in 1997, Man Fook Jewellery Holdings Limited specializes in offering uniquely designed
jewellery at reasonable prices. Mr. Ernest Tse, Chief Executive Officer, viewed that customer loyalty
to the brand is always build on courtesy of the frontline staff. More often than not, through
sincere service, complaints can be transformed into a basis for service improvement.
A Mainland customer who had purchased a pair of wedding rings was discontented and wrote
them a 1,000-word complaint letter. However, the customer was deeply touched by the patience
and earnestness of their shop staff upon learning how the staff members painstakingly dealt with
the matter. The customer even sent a thank-you note, and enthusiastically recommended the
company to her friends. Mr. Tse said that the frontline staff members were simply unaware of the
company’s participation in this Award as the management would like to assess their retail staff
and to review the quality of their routine service through the Mystery Shoppers Programme under
the Award.
萬福珠寶集團有限公司創立於
1997
年，主力設計獨特而價格相宜的珠寶首飾。公司行政總裁謝勇生認
為，客人對品牌的忠誠度往往建基於前綫人員的服務態度。若服務從心出發，往往能把投訴意見轉化
成改善服務的基礎。
曾有一位內地客人購買結婚戒指後不滿意，而寫了長達千字的投訴信，但經店員耐心了解及認真處理
後，客人深受感動，並發送感謝信息，積極介紹朋友來光顧。是次參加比賽，謝勇生表示前綫員工全
不知情，管理層希望店員能在非作賽的狀態下，接受神秘顧客的測試，藉此檢視日常服務質素。
The Association launched between January 2014 and March 2015 its 4
th
SME Support Programme to improve
SMEs' expertise and service quality from a wider perspective. The programme comprised three major initiatives,
namely "SME Service Excellence Award", seminars and workshops, as well as print and video publicity about the
awardees' keys to success.
A total of 17 companies showing outstanding performance were recognized under the "SME Service Excellence
Award". The top three winners were invited to share their keys to service excellence, as well as their tips for success, at
the awards presentation ceremony.
協會於
2014
年
1
月至
2015
年
3
月展開第四期中小企發展支援計劃，主要透過三大範疇，包括「零售中小企優質服務獎」，零售講座及
工作坊，以及透過報章及短片介紹得獎公司成功要訣，以多角度提升中小企的專業知識和服務水平。
「零售中小企優質服務獎」已成功選出十七間表現優秀的公司。協會更於頒獎禮當日邀請了成績最高分的三名獲獎中小企，分享其優
質服務之道以及獲獎心得。
“
The mystery shoppers' assessment offered by the Award has given us very
constructive opinions and has allowed us to identify areas for improvement. The
Award has not only given customers the confidence in us, but also has boosted the
team
´
s confidence and cohesion.
＂
「透過獎項的神秘顧客計劃評核報告， 我們獲得很多有用的意見，讓我們知道有何改善之處。能
夠獲獎不但給予顧客對公司的信心，更增加了團隊的信心和凝聚力。」
Successful Stories Shared Among SME Retailers
零售中小企成功典範分享
Man Fook Jewellery
Holdings Limited
萬福珠寶集團有限公司
Service
Category Leader –
Watch & Jewellery
鐘錶及珠寶店
組別大獎
22
