Page 17 - Retailers2013_Summer_SP_t2

New Features of 2013 Service & Courtesy Award 2013「傑出服務獎」再添新猷

As the Service & Courtesy Award enters its 28 th year, it also features new element to meet market needs. This year, the "Professional Category" is newly added to acknowledge the contribution of frontline professionals like optometrists, pharmacists, nutritionists or dispensers. Apart from awarding a Certificate of Participation to all contestants, a 3-star rating is introduced to the Mystery Shoppers Assessments as an accolade for outstanding staff and companies.

The Service & Courtesy Award aims to recognise the excellent performance of frontline retail staff and enhance overall customer service standard and international competitiveness of Hong Kong's retail industry. With the enrollment ended on 7 June, 2013, a total of 822 employees from 144 brands joined to compete for the honour.

今年傑出服務獎踏入第28屆，協會每年都會配合市場需要加添新元素。今年個人組別獎新增專業組別，主要為視光師、藥劑師、營養師

The Award is composed of Individual Award and Company Award, with a category open for SMEs. Mr. Ma introduced that there are two levels of Individual Award: the Junior Frontline Level and the Supervisory Level. For Company Award, there are "The Best Team Performance Award" (Gold, Silver and Bronze). As is tradition, the selection process includes mystery shoppers assessments and interviews with the judging panel. He advised the contestants to be sincere while naturally presenting their everyday friendliness to the judges, instead of trying to predict the interview questions and recite "model" answers as a lack of independent thinking will not give the judging panel a good impression.

獎項分個人及公司兩大類，並設有中小企組別獎。「傑出服務獎」籌委會主席馬永基先生介紹，個人獎項分基層 及主管級別；公司獎設「最佳服務團隊獎」金、銀、銅獎。如往年模式，評審包括神秘顧客及評判面試等程序。馬永基先 生提示參加者，在評判面試時應該表現真誠，宜展現出日常以誠待客的態度，切忌預測題目及背誦「標準」答案，欠缺個 人的思考而帶給評判不好的印象。

Briefing on 2013 Service & Courtesy Award and Winning Strategy 2013 傑出服務獎簡介 及 致勝攻略

Mr. Paul Ma, Chairman of 2013 Service & Courtesy Award Organising Committee 2013傑出服務獎籌委會主席 馬永基先生

Session 3: 2013 Service & Courtesy Award 第三部份：2013傑出服務獎

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