SME Support
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SME Support
2015-16 SME Support Programme -
Striving for Customer Service Excellence
through Smart Resource Re-engineering
善用資源追求卓越服務 -
2015-16 中小企支援計劃
SME Activity Highlights
中小企活動回顧
The first workshop was held on 14 January, 2016 to coach SME retailers
how to build a unique customer experience by applying "Customer Journey
Mapping" management concept. It emphasized on how to identify and
tackle the possible challenges in every touch point throughout the service
process so as to ensure a wonderful service experience.
Assisting SME Retailers in Consolidating Service Processes with "Customer Journey Mapping" Management Concept
以「顧客體驗旅程」管理概念
助中小企整合服務流程
Building Unique Customer Experience by Integrating Strategies and
Management with Practices
By applying strategic management concepts and tools, the Programme assists SME
retailers in setting up standardized and sustainable service processes that deliver a unique
customer experience. Enticing activities are offered free of charge including workshops,
service clinics and three-month Mystery Shopper Programme (MSP) visits and assessments.
《
策略
+
管理
+
實戰創造獨特顧客體驗 》
計劃通過策略性的管理概念及工具，協助中小企零售商建立一套標準化、可持續及具獨特顧客體驗的服務
流程。活動免費，內容豐富，包括工作坊、顧問服務及三個月神秘顧客評估。
Funded by Trade and Industry Department, the Association debuted the 5
th
SME Support Programme in September 2015. The 15-month programme,
carrying the theme "Striving for Customer Service Excellence through Smart
Resource Re-engineering", is aimed at helping SME retailers tackle acute
manpower shortage and rising operating cost.
協會透過工業貿易署撥款資助的第五期中小企支援
計劃，已於
2015
年
9
月推出。計劃以「善用資源
-
追求卓越服務」為主題，為期
15
個月，旨在協助
中小企零售商解決服務時人手短缺及經營成本上漲
的問題。
首場工作坊已於
2016
年
1
月
14
日舉行，以「顧客體
驗旅程」這個概念，教授中小企零售商如何重新檢
視整個購物歷程中與顧客的接觸點，找出有可能遇
到的挑戰或不足之處，使能針對性處理及加以完
善，以致為顧客創造獨特服務體驗。
31
30
1
Customer Journey Mapping Training Workshop (1 day)
顧客體驗旅程實踐工作坊
To coach SME retailers how to build a unique customer
experience by applying strategic management tools, with
emphasis on how to deal with and consolidate service processes.
針對性處理及整合服務流程，教授如何以策略性管理工具
創造獨特顧客體驗。
3
Three-month Free of Charge MSP Visits and Assessments
三個月免費神秘顧客評估
Participating companies of workshops and the Service Clinic can
enjoy three-month MSP visits and assessments free of charge.
凡出席工作坊及參加顧問服務的公司可享有三個月免費神
秘顧客探訪及服務評估。
2
Service Clinic
顧問服務
Within one to two months after attending the workshop, a
professional consultant will help participating SMEs tackle
challenges during implementation as well as provide solutions
for improvements.
完成工作坊後
1
至
2
個月，由專業顧問教授如何解決執行上
的困難，提供改善的建議及方案。
4
Recognition Scheme
嘉許計劃
Participating companies may enjoy publicity exposure through
"Recognition Scheme for SME Retailers' Service Excellence", and a
series of newspaper supplements and online media.
參加公司有機會獲得《零售中小企卓越服務嘉許》及一系
列報刊、網上媒體宣傳機會。
The workshops now open for enrolment. For details, please visit our SME Support's website (
or contact us at 2893 4928.
工作坊現正接受報名，請即登入協會中小企支援網站
報名參加，或致電
2893 4928
查詢。
Customer Journey Mapping Workshop (One-day)
顧客體驗旅程實踐工作坊
(
一天
)
Two-Hour Consultation Service
兩小時顧問服務
January 2016 (1
月
)
：
14
日
March 2016 (3
月
)
：
9, 16, 31
日
February 2016 (2
月
)
：
24, 26
日
April 2016 (4
月
)
：
12, 14, 19, 21, 26, 28
日
March 2016 (3
月
)
：
1, 3, 8, 15, 22, 30
日
May 2016 (
五月
)
：
3, 5, 10, 12
日
April 2016 (4
月
)
：
13
日
