Customer Service

Hong Yip Service Company Limited, a wholly owned subsidiary of Sun Hung Kai Properties Limited, is honoured to win the Certificate of Merit in "2001 and 2002 Hong Kong Retail Management Association Customer Service Award." This remarkable achievement has proved the total commitment on quality services through our continuous improvement and innovative ideas.

Organised by the Hong Kong Retail Management Association, the award aims to promote the importance of quality service and to improve Hong Kong's overall standard of Customer Service, to sustain and increase Hong Kong's competitiveness as an international 'Service Centre' and in the wide variety of industries that make up our service sector.

The award structure consists of two levels :

Top award : (1 winner) "Hong Kong Award for Services:Customer Service"

Subsidiary awards: "Hong Kong Retail Management Association Customer Service Award"

Participating companies should be engaged in service oriented businesses. To enable on-site mystery assessments by the organiser to form part of the overall judging, participating companies should either have a retail or service outlet, or an external customer service channel where the organiser could perform such mystery assessments.

In order to be eligible to run for the "Hong Kong Award for Services:Customer Service", companies will be required to participate in a two-tier customer service assessment scheme organised by HKRMA.

The award structure consists of two levels :

1.

Customer Service Improvement Proposal Companies will be invited to submit a written Customer Service Improvement Proposal which details their company's customer service related programme or management philosophies in achieving and providing quality service to their customers.

2.

Mystery Assessments Participating companies will be measured on their service standards through random visits conducted by the organiser's 'mystery shoppers'. Companies being visited will be assessed on their service performance level according to a set of key customer service related assessment criteria. (e.g. Staff Appearance, Housekeeping, Greeting & Approaching Customers, Staff Attitude, Product Knowledge, Answering Customer Objections, Till Service, Customers Leaving and Team Spirit.)

In the selection process, both of the above areas contribute a 50% equal weighting. Companies with the highest combined scores from these two assessment areas will be selected as the winner.