HONG KONG, Aug. 7, 2018 /PRNewswire/ -- Hang Lung Properties
today hosted the Hang Lung Emerald Award 2018 award presentation ceremony, recognizing eight
frontline staff members who each demonstrated exceptional levels of customer service, exemplifying the very best of Hang Lung
service excellence and its customer-centric corporate culture.
Mr. Weber Lo, Chief Executive Officer of Hang Lung Properties said, "Being customer-centric is at the very heart of Hang
Lung's operations strategy going forward. We pay attention to all opportunities to interact with our customers and to understand
their needs. This year, the Hang Lung Emerald Award received around 350 nominations, the highest
number since its inception, from Hang Lung's properties across Hong Kong and mainland
China. The winning cases reflect the unparalleled levels of service we provide to our shoppers
and tenants with increasing dedication and attention to detail. This could not be achieved without the commitment of Hang Lung's
team, striving all the while to 'Go the Extra Mile' in every situation."
Now in its fourth year, the judging panel for the Emerald Award 2018 comprised senior management members, who selected the
winners based on their performance in the nominated cases of service including the initiative demonstrated, the sense of
accountability, problem-solving skills, creativity, and uniqueness. Six winning cases were chosen from around 350 nominations in
Hong Kong and mainland China.
Hailing from Standard Chartered Bank Building and Kornhill Recreation Club in Hong Kong,
Plaza 66 and Grand Gateway 66 in Shanghai, and Palace 66 and Forum 66 in Shenyang, the eight winning staff work in different roles, including Club Assistant, Cashier, Guest
Experience Ambassador, Security Service Attendant, and Hygiene Attendant. They all demonstrated the Hang Lung spirit of "Going
the Extra Mile". Please refer to the appendix for details of each winning case.
In addition to receiving a certificate and the platinum Emerald Pin set with an emerald, each
winner will also take part in an exchange tour of service excellence, during which they will have the opportunity to find out
more about the customer service standards in other industry sectors and enrich their professional knowledge.
In pursuing a customer-centric corporate culture and enhancing the customer experience, Hang Lung has launched various
initiatives to strengthen both its hardware and software. These include the upgrading of the car parking system at a number of
Mainland projects; improvements to the mobile payment application at Mainland projects; the rolling out of new Customer
Engagement Surveys at our properties in Hong Kong and on the Mainland; and the publishing of 60
service standards coupled with related enhancement training covering various customer service areas. Hang Lung is also preparing
to launch a Customer Relationship Management (CRM) Program as a means to provide unique and personalized service and shopping
privileges for its loyal customers.
About Hang Lung Properties
Hang Lung Properties Limited (stock code: 00101), a constituent stock of the Hang Seng Index and Hang Seng Corporate
Sustainability Indices in Hong Kong, and the Dow Jones Sustainability Asia Pacific Index since
2017, is a leading real estate developer operating in Hong Kong and mainland China. Boasting a diversified portfolio of investment properties in Hong
Kong, the Company has progressively branched out into the Mainland since the 1990s, with our distinctive footprint now
fully established in Shanghai, Shenyang, Jinan, Wuxi, Tianjin, Dalian, Kunming, and
Wuhan, with all the Mainland projects carrying the "66" brand. In May
2018, Hang Lung won an auction for a prime plot of land in Hangzhou, marking the Company's expansion to the ninth
Mainland city. As Hang Lung's business continues to grow, the Company is set to develop into a highly admired national commercial
property developer in China.
Appendix: Emerald Award 2018 Winning Cases
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Awardee
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Case Description
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Yanson Lui
Club Assistant
Kornhill Recreation Club, Hong Kong
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Uphold dignity of embarrassed customer with professional
service
During a regular patrol, the Club Supervisor heard a call for help coming
from the ladies' washroom. The situation was referred to Yanson Lui, who immediately called an ambulance and rushed in to
help.
Yanson soon found that a customer in her 50s was confined to the toilet
cubicle, unable to move, as an old injury had flared-up causing a dislocated kneecap and intense pain. The discomfort was
so strong that the customer had broken into tears.
While waiting for the ambulance, Yanson calmed the customer by engaging her
in small talk, which also helped alleviate her pain. In an attempt to avoid further embarrassment caused by incontinence
in front of the paramedic, Yanson helped the customer undo her pants to urinate standing up using a bucket under the
consent of the customer.
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Winnie Wong
Concierge
Standard Chartered Bank Building, Hong Kong
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Relieve immediate plight of customer and go a step ahead in anticipating
her need
Winnie Wong was informed by the Control Room that a customer had been
injured during a fall outside the Standard Chartered Bank Building.
Winnie arrived and saw a female customer in her 40s with a bleeding knee
and reddened forehead. Winnie set about treating the wound with antiseptic before the ambulance arrived.
After the wound was bandaged, the customer, who was a Mainland visitor, was
still in pain and felt dizzy but she refused to go to the hospital for a further check-up, fearing that it might ruin her
trip. Aware that the condition of the injured customer was not getting any better, Winnie persuaded the customer to wait
for the paramedic.
While they were waiting, Winnie noticed that the customer had torn her
stockings. She quickly arranged a new pair for the customer to get changed. She also gave the customer her WeChat contact
in case further help was needed as the customer departed.
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Ying Min
Guest Experience Ambassador
Zhu Jianxin
Senior Hygiene Attendant
Plaza 66, Shanghai
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Spare no pains to put a smile on customer's face
Ying Min was informed that an office tenant had a newly bought pair of
high-heeled shoes, wrapped in its original packaging, which had been mistakenly collected by its own cleaning lady as
garbage.
The tenant called to inquire about the waste removal schedule in order to
alert its staff to rescue the item from the refuse. Having understood the matter, Ying Min sent a colleague to help
search through the rubbish together with the tenant's staff.
After two hours of searching to no avail, even the tenant was about to give
up, but not Ying Min, who entrusted the case to Zhu Jianxin, the Senior Hygiene Attendant, and sent more cleaners on the
search.
It took Ying Min and Zhu Jianxin a further two hours to find the package,
which was sent back to its owner finally.
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Zhu Li
Senior Guest Experience Ambassador
Grand Gateway 66, Shanghai
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Determine to finding a solution for the customer's problems no matter
how difficult they are
Zhu Li met two ladies aged about 30 and 50 respectively, struggling with a
pram in the mall. Zhu Li came forward and learned that the pram had a flat tire. He then offered to fill up the
tire.
Zhu Li tried to source an air pump from the mall's concierge and car beauty
and maintenance center but to no avail. Just as the customers were about to give up, the idea of borrowing a portable
pump for scooter tires from the courier who came to collect the mail suddenly dawned on him.
Eventually, Zhu Li was able to re-inflate the tire of the pram for the
customers.
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Lv Ruiyu
Cashier
Li Yong
Senior Security Service Attendant
Palace 66, Shenyang
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Remain passionate around the clock and offering service beyond
expectation.
Lv Ruiyu was at home after work. A message about a missing dog caught her
attention when she checked her WeChat page. The message relayed the story of a five-year-old poodle which had run astray
in the vicinity of Palace 66 earlier that day. The message with the dog's picture attached was widely
circulated.
Meanwhile, Lv Ruiyu discovered a photo of a poodle, which looked like the
missing canine, shared by her colleague, Li Yong. Lv Ruiyu immediately asked Li Yong about it and found out that Li had
discovered the poodle wandering in the mall but that no one had come forward to retrieve it despite the announcement made
in the mall. Li had settled the dog temporarily in the guard room inside the mall's car park.
Lv Ruiyu contacted the dog owner and arranged the reunion with the pet
immediately.
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Zhang Wei
Security Service Supervisor
Forum 66, Shenyang
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To be sensitive and supportive to the needs of the customer
Zhang Wei was on patrol when he came across a tenant and an elderly guest
who was nervously standing in the lift lobby. He immediately enquired and learned that the senior citizen was suffering
from a phobia of elevators. Zhang Wei offered to accompany them to walk upstairs to the tenant's office located at
15/F.
Zhang Wei brought a portable fan and a bottle of water and accompanied the
tenant and the elderly guest on their walk. He also arranged standby personnel with fresh water, towels, and medical kit
on the sixth floor just in case.
After walking up more than 200 steps, they arrived at the tenant's office.
Zhang Wei offered to walk down with the guest when the time came for her to leave. And the next time the elderly guest
visited Forum 66, Zhang Wei offered to accompany her on her walk up the stairs again.
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Photo - https://photos.prnasia.com/prnh/20180807/2205837-1-a
Photo - https://photos.prnasia.com/prnh/20180807/2205837-1-b
SOURCE Hang Lung Properties Limited