The Malta Competition and Consumer Affairs Authority (MCCAA) has announced the winners of the first edition of Premju Servizz bi Tbissima (Service with a Smile Award).
BHS (Sliema) came first, followed by Mothercare (Valletta) and MSV Life.
In her speech, Social Dialogue, Consumer Affairs and Civil Liberties Minister Helena Dalli said the creation of such an award was an electoral promise, with the main objective being to recognise those businesses who invest in good customer care and aftersales service. This award also encourages and promotes good commercial practices.
The minister said customers who feel they have been served well during their shopping experience will not only buy again from the seller who took care of them but will most probably recommend them to friends and family.
She also mentioned the online market place as being in competition to local sellers. Online shopping offers consumers a wider variety of products to choose from at competitive prices.
“Therefore, local sellers need to provide customers with the best sales experience ever and, if possible, should also start selling their products online.
When consumers complain about products or services purchased, sellers should take these complaints seriously and provide acceptable solutions to their customers without unnecessary delays and hassle.
MCCAA chairman Marcel Pizzuto talked about the need for businesses to anticipate what their clients require to always provide them with the best products and services and to establish a good relationship. He also encouraged businesses to recognise and award those employees who go out of their way to provide an excellent service to clients.
Joyce Borg, director general, Office for Consumer Affairs, said the MCCAA, besides safeguarding consumers’ rights, also assists businesses in ensuring that they are aware of their legal responsibilities towards consumers.
She said the Technical Regulations Division within the authority is responsible for the safety of products placed on the market and advises importers and other economic operators about the regulations and standards they need to adhere to when placing products on the market.
This help is very important for business operators as they invest a lot of money in the products they decide to import.
Businesses vying for the Service with a Smile Award had to comply with a code of conduct. Participants needed to have a valid trading licence and conform to applicable regulations.
The jury checked whether there have been any complaints registered against these companies over the past four years. If this was the case, they verified how these complaints were resolved. In cases of complaints referred to the Consumer Claims Tribunal, the jury checked if the tribunal’s sentence was honoured by the defaulting trader.
Mystery shopping also played an important role in verifying if applicants were adopting a customer-friendly relationship. The MCCAA mystery shoppers also checked whether prices in these retail outlets were indicated clearly and that the premises were accessible and safe.
Return policies were also checked, ensuring that these added and not diminished consumer rights.
Feedback in a number of questionnaires filled by consumers, which were served by the participanting businesses, was also taken into consideration when choosing the winners of the first edition of this award.
odette.vella@mccaa.org.mt
Odette Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.