The study tour to Tokyo, Japan during 13-17 March, 2017 was completed with fruitful takeaways. This annually organized study tour aims to enhance the service standard and professionalism of local retail practitioners through sharing of the customer service best practices in Japan. The study tour is also part of the incentive given to the winners of the 2016 Service & Courtesy Award.

A total of 33 participants from 21 retail companies joined the trip. By visiting some renowned retail establishments, the participants acquired first-hand exposure to the quality service culture of the Japanese retailers, their operations and the training offered to the Japanese frontline staff.

The study tour was filled with fun and success. We would like to extend our thanks to the kind arrangement of the Japan Retailers Association and show our gratitude to the retail establishments we visited for their support and hospitality.

In 2017, we visited the following retail establishments:

• FP Corporation
• Inageya
• LaLaport Tachikawa Tappi
• Mitsukoshi (Ginza branch)
• Seven & I Holdings. ITO Training Center
• Tokyo Ginza Shiseido
• Tokyo Solamachi

The Association received a total of 487 participants from 98 brands for 2017 Service & Courtesy Award. The participating companies have been grouped into 18 categories for the Junior Frontline Level, 16 categories for the Supervisory Level, ‘Earn & Learn Student’ Category for the student workers of Earn & Learn Pilot Scheme for Retail Industry and the ‘Social Enterprises’ Category to promote service excellence among social enterprises. This year, the Association introduced a new category, the 'New Participating Brands' Category and 14 brands have nominated their staff to participate in this category.

Among those participating brands, 20 of them have nominated their shops to compete for the company award - 'Best Service Outlets' Award.

Result of Phase 2: Preliminary Interview of the 2017 SERVICE & COURTESY AWARD and the result of Phase 2: Video Assessment of the 2017 SERVICE & COURTESY AWARD - 'BEST SERICVE OUTLETS' were released. Shortlisted participants were invited to the Final Interview on 11 October 2017.

Phase 3 Final Interview of the 2017 SERVICE & COURTESY AWARD was completed on 11 October 2017. The list of finalists and the participating companies were advertised on AM730 and online via TOPick facebook on the same day.

Winners would be announced at the Winner Announcement Ceremony held on 24 October 2017.

Winners of the 2017 SERVICE & COURTESY AWARD were announced at the Winners Announcement Ceremony on 24 October 2017. The results are as follows:

• A total of 34 winners were selected from 18 categories in the Junior Frontline Level and 16 categories in Supervisory Level;
• 2 top performing individuals from the Earn & Learn Student Category and 3 from Social Enterprise Category were selected for Gold, Silver and Bronze Awards;
• 3 individuals were awarded the Gold, Silver and Bronze Awards of New Participating Brands Category in both Junior Frontline Level and Supervisory Level
• As for the company awards, 'The Best Team Performance Awards' and 'The Potential Brand Awards' went to the 3 top performing companies each;
• 10 outlets were selected for the 'Best Service Outlets' - Gold, Silver, Bronze Awards and Certificates of Merit respectively. 1 outlet was awarded 'The Most Popular Outlet'
• A total of 11 participants ranking the top 10% from each category and level were granted for 'Outstanding Performance Award', while 10 participants, who received a full score at Mystery Shopper Assessment, were awarded as "Excellent Service Star".

Winners and finalists of the 2017 SERVICE & COURTESY AWARD were invited to the HKRMA Annual Dinner and Retail Awards Presentation Ceremony. All winners went on stage and proudly received trophies and certificates.