SME Support
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Meticulous service – Go the extra mile
細心服務
做多一步
The Chun Hwa Travel Agency Limited was established in 1992. In face of intense competition
from travel websites, Mr. Sammy Choy, Deputy General Manager, said that the company takes
meticulous and professional service as a key to success, and it goes the extra mile for customers
so as to build a good reputation. He viewed that, in order to cater to the customers' needs, the
company’s service should, in addition to air ticketing or hotel reservation services, emphasize
after-sale service such as online check-in for customers, or requesting an airline for a particular
seat or a special meal, etc. Mr. Choy shared his experience that in an instance, an airline had
revised its boarding system resulting that the company’s customers were unable to board their
booked flights. His colleagues promptly made a contingency arrangement for the customers in
the middle of the night, and claimed liabilities against the airline on behalf of them.
俊華旅行社有限公司於
1992
年成立。面對旅遊網激烈的競爭，公司副總經理蔡桂泉表示成功關鍵在於
細心的專業服務，力求為客人想多一點，做多一步，建立服務口碑。他認為照顧客人的所需，不限於
代訂機票和酒店，更重視售後服務，包括替客人上網預辦登機手續，或向航空公司要求特定坐位和特
別餐飲等。蔡桂泉分享，曾遇到航空公司修改了登機制度而令客人不能登機，同事半夜為客人作出緊
急安排，並代客人向航空公司追討責任。
Grasping opportunities to enhance quality
把握機會
提升質素
HMDiamond, a subsidiary of Max Long Development Ltd., specializes in tailor-making GIA-certified
diamond rings for customers. Expanding from its online business, the company opened an upstairs
shop five years ago, making it a platform for better communication with its customers. HMDiamond's
Managing Director, Mr. Jeff Lee, said that the cozy store is specially created to compare favorably with
that of a café, allowing customers to enjoy its service in a relaxing and carefree atmosphere. The shop
is furnished with professional equipment for diamond grading and identification. Its frontline staff
members are also experienced experts of diamond grading and identification. This allows customers
to understand more about the profession and add confidence to its products.
Nonetheless, Mr. Lee stressed that personalized and caring service is a key to success. He put it
frankly that SMEs, challenged by limited resources and rising operational costs, need to find a way
out to enhance their service quality. By participating in “SME Service Excellence Award” and "Mystery
Shoppers Programme", they can review their service standard, while increasing their brand exposure.
遠豐發展有限公司旗下的華美鑽
HMDiamond
，主力為客戶度身訂造
GIA
國際證書鑽戒。公司
5
年前由
網店，增設樓上店以加強與客戶溝通。華美鑽董事總經理李文禧表示，店舖環境打造成咖啡室一樣的
舒適，讓客人在輕鬆自在的氣氛下享受服務。店舖備有專業的鑽石鑑證設備，而前綫人員亦具備專業
鑽石鑑證知識，增加客人對產品的了解和信心。
但李文禧強調，個性化而貼心的服務才是致勝關鍵。他直言中小企資源有限，加上經營成本一直上
漲，提升服務質素要另謀對策。藉着參與「零售中小企優質服務獎」及「神秘顧客計劃」，可檢視服
務質素及增加宣傳品牌的機會。
“
By participating in training programmes organized by the Association, "SME Service
Excellence Award" and "Mystery Shoppers Programme", the company can pinpoint our
strengths and weaknesses, and consider the next step forward. The award has shown
that our service philosophy has been well recognized by the public and is conducive
to boosting the company's reputation.
＂
「透過參加香港零售管理協會舉辦的培訓課程，「零售中小企優質服務獎」及「神秘顧客計
劃」，讓公司檢討服務的優缺點，思考如何能更進一步。而最終獲獎亦證明公司的服務理念得到
公眾認同，對提升公司聲譽亦有幫助。」
“
Mystery shoppers' assessment has enabled us to better recognize our room for
improvement in terms of service quality. In addition, we can benefit from product
promotions and brand enhancement, thanks to the honor bestowed by the
Association's award.
＂
「神秘顧客評審讓我們更清楚了解服務質素的提升空間。我們亦可借助協會頒發的殊榮，推廣產
品和提升品牌形象，實在受益不淺。」
Chun Hwa Travel
Agency Limited
俊華旅行社有限公司
Max Long Development
Ltd. - HMDiamond
遠豐發展有限公司 -
華美鑽
Service
Category Leader –
Retail (Services)
零售服務
組別大獎
Outstanding
Performance
Award
卓越表現獎
23
