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SME Support
Under the financial auspices of Trade and Industry Department since 2010, the
Hong Kong Retail Management Association has been enhancing the competitiveness
of local SME retailers by conducting the SME Support Programme. Commencing
in September 2015, the 15-month 5
th
Programme has benefited about 400 SME
retailers. Additionally, the Association successfully concluded the Programme on
8 December 2016 with a sharing conference carrying the theme of "Striving for
Customer Service Excellence through Smart Resource Re-engineering".
Speaking at the conference, Mr. Thomson Cheng, the Association's Chairman,
noted that the provision of excellent customer service is paramount to maintain
competitive edge in a weakening retail market in recent years. Retailers showing
superb performance in each and every link of customer service will not only create
memorable shopping experience to their patrons, but will also yield opportunities
despite adversities, he said. Through assessment by mystery shoppers, consultant
service, site visits and exchanges under the 5
th
Programme, SME retailers have gained
a better understanding about their service and operations. The Programme has also
helped them work out distinctive processes of customer experience so as to boost
growth and competitiveness.
Moreover, guests Miss Erica Yuen Mi-ming, Founder and Director of Mi Ming Mart,
and Mr. Paul Ma of Ward Howell International, joined by eight SME retailers showing
remarkable performance in the 5
th
SME Support Programme, shared their beliefs and
views on customer experience.
香港零售管理協會自
2010
年開始，持續獲工業
貿易署撥款資助，舉辦「中小企支援計劃」，
提升香港中小企零售商的競爭力。為期
15
個月
的第
5
期計劃於
2015
年
9
月推出，共獲約
400
間
中小企參與。協會更於
2016
年
12
月
8
日舉辦以
「善用資源 追求卓越服務」為主題的分享會，
為計劃冠上圓滿句號。
協會主席鄭偉雄先生在分享會表示，近年香港
零售下滑，優質的顧客服務是維持競爭優勢的
重要元素，零售商能做好每一個服務環節，為
顧客帶來難忘的購物體驗，亦能在逆境中創造
商機。第五期計劃透過神秘顧客服務評估、顧
問服務、參觀考察和交流，幫助中小企零售商
了解其服務及經營情況，協助他們制定獨特的
顧客體驗流程，有助提升中小企零售商的發展
及競爭力。
分享會亦邀請了袁彌明生活百貨創辦人及董事
袁彌明小姐、加域顧問馬永基先生，以及在第
五期支援計劃中獲得卓越表現的
8
間中小企零
售商，分享他們對顧客體驗的理念和心得。
Conference on “Striving for Customer Service Excellence
through Smart Resource Re-engineering”
「善用資源追求卓越服務」分享會
36
