Green Service

Combining the sustainable concept to create excellent green service

The fashionable and novel shopping environment of FEDS contains care and ingenuity that caters to the needs of all customers. In 2023, FEDS continues to control the aspects of environment of stores, customer service, and product management. FEDS not only creates friendly and comfortable shopping environment for customers through complete software and hardware facilities and excellent customer service, but also implements rigorous product management so as to selects excellent products and delicious food for consumers. Meanwhile, FEDS adopts green sustainable elementary in all aspects to make everyone enjoy a meticulous green service.

Convenient facilities for easy and comfortable shopping

Considering the wide age range of customers of FEDS, we have made a lot of careful planning in the three major aspects of store facilities, traffic flow arrangement, and service design. We also provide services such as parent-child toilets, wheelchair rental, and accessibility facilities for the individual needs of mothers, infants, children, and seniors. We take care of the needs of different customer groups and create a shopping environment suitable for the whole family and all ages.

Comprehensive service facilities

Women and children's care

Strollers, nursery rooms, parking spaces for pregnant women, etc.

Silver-haired LOHAS

Wheelchair rental,
accessibility elevators, etc.

Easy and convenient

Bicycle racks,
taxi-hailing services, etc.

Healthy and environmentally friendly

Electric vehicle charging stations, hand sanitizer dispensers, etc.

Thoughtful
and convenient

Clothing alteration rooms, courtesy umbrellas, storage lockers, etc.

Safety
and security

AED facilities, safe waiting area,
escalator service bell, etc.
For more information on the service facilities, please refer to the official website

環保綠服務

面對全球淨零排放趨勢，遠東百貨也逐步在商場內提供永續與便利兼具的環保服務。為解決顧客逛街途中手機沒電的困擾，2022年遠東百貨於8間分店（含館內大型專櫃）設置「共享行動電源」租借服務，共455個行動電源，數量較前一年度成長28%，藉此推廣「租借代替購買」的理念。同時我們也在10間分店建置54個「電動車充電樁」，數量較前一年度成長86%。

遠東百貨環保綠服務

Real-time notification to keep the shopping mall safe

FEDS has a complete handling process for accidents occurred in the department stores. We formulated the “Operational Standards for Handling Accidents in Business Places” in 2018 and established the “Online Incidents Reporting System” in 2019, which unifies the notification channels and allows relevant units to grasp the whole story of the incident in real time and provide appropriate assistance. FEDS has also established a review and improvement system to prevent accidents from happening through management measures such as regular floor inspections, timely broadcast reminders, and strengthening safety promotion for counter personnel.

Obtaining AED certification to create a safe place

FEDS has installed a total of 21 Automatic External Defibrillators (AED) at its all branches in Taiwan, and each branch has been certified as an ‘AED Safe Place’. In order to enhance employee skills training, ensure effective equipment management, and provide a safe environment, FEDS has 13 AED administrators who have completed training in accordance with the law and participated in AED and cardiopulmonary resuscitation (CPR) courses so that they are familiar with the first aid measures. Furthermore, FEDS exceeds the standard requirement for the allocation of first-aiders by assigning a sufficient number of relevant staff. In 2023, a total of 82 first-aiders were assigned, which is 39 more than the legally required number. This demonstrates our strong commitment to ensuring customer safety.

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Quantity
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Administrators
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Statutory number of people
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Actual number of people
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More than the statutory number of people

Establishing well-rounded service through ISO certification

FEDS attaches great importance to customer service quality. In 2007, Paoching Store took the lead in introducing the quality management system and obtained ISO 9001 certification. Other stores also followed suit since then. Our objective is to uphold a superior level of customer service quality through the implementation of a robust quality management system. This will enable us to cultivate long-term trust with our valued customers. In 2023, 5 branch continued to pass the ISO 9001: 2015 reevaluation by Bell International Certification Company. The scope of the re-evaluation included three aspects: “the quality management system process”, “the operating environment of customer-related operations”, and “the management of contractors.”

Passed ISO Quality Management System certification

  • Banqiao Store
  • Hsinchu Store
  • Tainan Store
  • Kaohsiung Store

Professional training creates high quality services

Perfect services come from solid training. FEDS has developed a standardized training process for frontline customer service staff so that each of them can adhere to the principles of service under professional training. In 2023. a total of 174 customer service personnel underwent 1,819 training sessions, accumulating a total training duration of 1,665 hours.

In addition, in response to the paperless policy, the service training courses have also been adjusted accordingly. In 2022, two new contents, “Operation of the e-Tax Refund System for Foreign Tourists” and “Operation of Suspending and Refunding Electronic Tickets” have been added, in order to make the services more in line with customer needs.

Customer service training for the past 3 years

  • Note: In 2021, due to the opening of the Zhubei Store, additional training courses were provided. Compared to the high base in 2021, the number of people trained and training hours in 2022 were relatively lower.

Listen attentively and respond quickly to customer feedbac

FEDS understands that each recommendation and feedback from customers help us to improve. FEDS has established “Customer Satisfaction Procedures”, “On-site Customer Opinion Handling Measures”, “Customer Commodity Service Management Regulations” and other regulations so that customer opinion can be addressed in a timely manner. FEDS also listens to customers’ voices through diversified channels, continues to make improvement, and strives to provide customers with service of the highest quality.

Customer feedback channel

Department store

Service counter, customer service center, floor supervisor. customer feedback form

Telephone contact

Customer service line, toll-free number

Official website

FEDS Online, email

FEDS app

Click on "Contact Us"

Customer feedback processing procedures

Submit

Customer comments
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Confirm

Confirm the cause of the incident, contact information, etc.
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02

Notify

Notify the responsible unit
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Process

Processed by the responsible unit
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Report

The responsible unit will report the processing result within three days
05

Commodity Safety Committee exerts strict controls on all levels

FEDS has set up the “Commodity Safety Committee,” which is responsible for managing product safety and promoting related projects to reduce operational risks. FEDS’s products are mainly divided into 13 categories. Each product category is inspected in accordance with government laws and regulations before being put on sale at counters to ensure that products meet safety standards and to protect customers’ rights and interests. For products with storage life and direct impact on consumer health, such as: catering, food, cosmetics and so forth, FEDS not only requires vendors to comply with government regulations as stipulated in the counter contracts, but also establishes internal measures for effective management with random inspections from time to time.

13 major categories of commodity of FEDS

Culture and education, recreation, furnishings, home appliances, supermarkets, boutiques, cosmetics, food and beverage, women’s clothing, men’s clothing, female stuff, children’s clothing, specialty stores.

Product labeling management

For product labeling management, FEDS starts from source management, and manages labeling right at the onset of manufacturing, including production batch numbers, manufacture date, and expiration date for cosmetics and samples. Vendors are required to perform effective management of traceability systems to reduce consumer disputes, achieving a triple-win situation for vendors, customers, and the Company. In addition, if any deficiencies are identified while conducting random inspections, the responsible units are required to make improvements immediately and education on each floor supervisor will be enhanced. Subsequently, the floor supervisor will inspect daily and work with the counter vendors to achieve the improvement goal.

Regulations and management methods related to products

商品安全 嚴格把關

遠東百貨建置完整的「爭議商品處理流程」及「問題商品或上架疏失之處理流程」以防患未然，並於內控作業中訂立控制作業要點，每年定期由權責單位檢視、管控各項作業要點的適當性，確保商品安全及高品質，維護消費者權益。一旦遇到有疑慮的商品事件發生，我們會立即啟動相關處理流程，由權責單位研擬應對方案，據以完善後續處理，降低對消費者的衝擊及傷害，並藉事件經驗，加強宣導或建置規範，避免相關事件再次發生。

爭議商品處理流程

釐清

立即透過各種，管道釐清真相
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研議

研擬後續，處理方案
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公告

資訊整合後，對外公告說明
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03

處理

協助提供消費者，後續處理流程
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問題商品或上架疏失之處理流程

接獲主管機關通知

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因疏失導致上架商品違反規定

  • 1.立即下架
  • 2.公告並暫停販售
  • 3要求廠商提供合法證明及相關說明
  • 4.持續加強人員對規範的了解，避免情況再發生
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政府公告問題商品

  • 1.與主管機關核對商品清單
  • 2.營運部門擬定後續退貨機制
  • 3.張貼問題商品退資公告
  • 4.通報政府相關單位、對媒體發怖相關訊息

The Proportion of New Products Introduced

異國美食 百貨唯一自營食品專櫃

FEDS strives to create a stylish, sophisticated, and secure life experience for customers. In 1995, FEDS established a self-operated food counter, World Gourmet. In the twenty-seven years since its establishment, all products have been personally scrutinized and selected by expert product development personnel, to ensure that top ingredients are selected from all over the world, including olive oil, coffee, tea, biscuits, cereals, and so forth. Every product belongs to well-known top international brands, allowing customers to purchase high-quality exotic foods without physically going abroad. In 2022, FEDS World Gourmet sold a total of 405 items, of which 36 items were newly introduced that year, with a new product introduction rate of 9%.

落實責任零售 綠色商品

FEDS started promoting the concept of Responsible Retail in 2016, and in addition to introducing quality-assured foreign premium foods, we have also sold EU organic agricultural products and fair-trade coffee, of which the cumulative sales volume of fair-trade coffee in 4 years reached 833 kg. However, since 2020, in response to amendments to government laws, FEDS has suspended the import of European organic agricultural products and instead imported BRISTOT Rainforest Coffee which is certified by the Rainforest Alliance. The Rainforest coffee growing region is in accordance with the 3 major factors of “environment protection, social justice, and economic feasibility”, ensuring the protection of the natural environment and animal habitats. The sales in 2022 reached 137kg. FEDS hopes that by introducing eco-friendly products, it can continue to exert the power of distribution channels, allowing customers to help protect ecological sustainability through consumption.

Coffee transaction volume over the years

  • 單位：公斤

The only self-operated exotic gourmet counter in the department store industry

The Proportion of New Products Introduced

Introduced Products

Existing Products

In 1995, FEDS established a self-operated food counter, World Gourmet. Within the 28 years since its establishment, all products have been personally scrutinized and selected by merchandise development team, to ensure that top ingredients are selected from all over the world, including olive oil, coffee, tea, cereals, honey, wine, and so forth. Every product belongs to well-known top international brands, allowing customers to purchase high-quality exotic foods without physically going abroad. In 2023, FEDS World Gourmet sold a total of 488 items, of which 86 items were newly introduced that year, with a new product introduction rate of 18%.

Implement Responsible Retail for Friendly Environment

FEDS started promoting the concept of Responsible Retail in 2016, and in addition to introducing quality-assured foreign premium foods, FEDS also started to sell EU organic agricultural products and fair-trade coffee, of which the cumulative sales volume of fair-trade coffee in 4 years reached 833 kg. However, since 2020, in response to amendments to government laws, FEDS has suspended the import of European organic agricultural products instead of importing BRISTOT Rainforest Coffee certified by the Rainforest Alliance. The Rainforest coffee growing region is in accordance with the 3 major factors of “environment protection, social justice, and economic feasibility”, ensuring the protection of the natural environment and animal habitats. The sales in 2023 reached 153kg. FEDS hopes to continue leveraging its channel power by introducing environmentally friendly products, so that consumers can protect the ecosystem through their purchases.

Coffee transaction volume over the years