加東版
服務大使 — Susanna Lau
公司的優惠活動在週六如火如荼地進行，收銀員除了要記住送贈品，還要在客人購物金額差不多達標時鼓勵加購，偶爾太忙也會一時疏忽，引起投訴。
眼前一位客人神情激動、步伐淩厲地走向我，我心想不妙。不料客人激動地對我說：「10號台收銀員服務太好了，令我很感動！」我的心情一下由陰轉晴，並暗暗佩服這位在高壓下仍得到客人表揚、在忙碌中不忘關注客人需求的好同事。這位好同事的名字自此印在我的腦海裡，她就是 Susanna Lau。
最近我發現，店內出現客人高舉手機尋找網絡信號的奇景，啊！原來是客人受邀做顧客服務評分。我很想問，為什麼他們連網絡信號不好，都願意大費周章地完成評分呢？結果有一天，又有一位客人激動地走來對我說：「我一般不幫人做問卷的，但這位員工的服務太好，我要特別表揚她！」不出所料，客人說的正是 Susanna。
Susanna 就是一位享受服務所有顧客、好好過小日子的員工。她敬業樂群的精神，影響著收銀團隊的每一個人，令快樂的火苗在工作中燃燒。想知道更多她的故事嗎？歡迎大家來認識我們的這位小星星。
(Woodbine分店) 收銀部 Theresa Chen
權責分明，創造簡單高效的工作環境
權責分明，是大統華努力推動的贏的文化之一。如何將這四個字落實到每天具體的工作中，就需要每位同事對工作清楚的認知和責任感，以及同事間良好的溝通。
最近在分店發生了一件關於收貨引起的矛盾。本應是當值的部門負責人在接到收貨部的到貨通知後，及時去盤點和收取部門貨物。但由於當值部門負責人對工作權責沒有明確的認知，沒有主動承擔自己負責的工作，不僅導致收貨部的工作延後，亦造成了供貨商長時間停留在收貨區以及分店收貨區的繁忙擁堵。店長事後向這位員工瞭解情況，該員工卻仍推卸責任，聲稱是收貨部的同事不幫忙，甚至還與收貨部的同事發生爭吵，激化矛盾，在店内造成不良影響。
事後這位員工受到了相應的紀律處分，主管也再次向他重申作爲部門當值負責人的責任，其中包括驗貨收貨這一職責。這本是一件可以避免的小事，但由於那位部門負責人沒有正確的認知和責任感，亦欠缺和同事的良好溝通，導致事件進一步升級和惡化。簡單高效的工作環境，離不開每一位同事對工作的責任感，大家互相尊重，共同維護。
(人力資源部)
P5 2021/2022 分店最佳員工榮譽榜
March 2022
Customer Service Ambassador – Susanna Lau
When the company’s promotional event is in full swing on Saturdays, cashiers not only have to remember to give customers their gifts, but also have to encourage customers to purchase additional items if their bill is just shy of qualifying for a promotion. With so much going on, they can sometimes forget one of their many tasks, which often results in complaints.
Out of the blue, a customer rushes over with a frenzied expression on their face. My heart sinks thinking it was a complaint. But then the customer excitedly said to me, “The service of the cashier at counter 10 is wonderful, I am so moved!” Hearing these words, the dark cloud hanging over my head immediately dissipates. I couldn’t help but admire my co-worker, who despite being under intense pressure never fails to tend to the needs of our customers and somehow even continues to receive high praises all around. The name of this colleague is forever ingrained into my brain. Her name is Susanna Lau.
I’ve recently noticed customers waving around their cell phones trying to find a signal. The reason? They were invited to complete a customer service feedback survey. I was curious to know why they were willing to go to such lengths to fill out the survey when they couldn’t even find a network signal. Then one day my question was finally answered when another customer walked towards me excitedly and said, “I’m not someone who usually fills out surveys, but the service from this employee is just exceptional, I have to give her some credit.” And of course, this employee the customer was referring to was none other than Susanna.
Susanna is an employee who enjoys serving all customers and living a quiet life. Her diligent and sociable spirit has touched each and every member of her team and has made work enjoyable for all. Want to know more about her story? I welcome everyone to come and meet our little star.
(Woodbine Store) - Cashier Theresa Chen
Have a clear sense of ownership creates an efficient work environment
Have a clear sense of ownership is one of the Winning Cultures that T&T promotes and strives for. To execute it, we need everyone to have a clear understanding of their work, responsibility, and a good communication with colleagues.
A conflict recently arose during the receiving process. Usually, once the Receiving Department notices on-duty department in-charge, he/she will go to verify and retrieve department’s merchandise timely. However, a department representative was not accountable and did not know his/her work well, it not only delayed Receiving Department’s work, but also made supplier waiting for an extended time and congestion in the receiving area. Afterwards, the store manager spoke with this employee. S/he tried to make excuses by saying the Receiving colleague was not helpful. S/he even argued with that colleague which worsen the conflict and made adverse influence in the store.
This employee did face disciplinary actions due to the incident. His/her Department Head has reminded him/her of the responsibilities as an on-duty department in-charge, including verifying and receiving merchandises. This minor incident was totally avoidable. The entire situation was worsened just because this employee was not responsible. He did not understand his/her role and communicate with colleagues well. An efficient work environment can only be achieved if every employee has a sense of responsibility towards their work and show mutual respect towards one another.
(HR Dept.)
P5 2021/2022 Outstanding Staff of the Store
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