“New Opportunities for Business Development in Adversity” Seminar
Over the past few months, the retail and catering industries have faced a series of severe challenges. In order to help member merchants overcome difficulties and seize new opportunities in times of adversity, QTSA invited members to participate in the "New Opportunities for Business Development in Adversity" Seminar, held on 6 November 2019 at the Conference Hall, HKPC Building.

In the first part of the seminar, three speakers were invited from the Innovation and Technology Commission, the "Retail Technology Adoption Assistance Scheme for Manpower Demand Management" (ReTAAS) agency and the Employees Retraining Board. Government assistance programmes were introduced to member merchants to help reduce their pressure on technology applications and staff training.

In the second and third part of the seminar, QTSA invited four representatives from large payment platforms, mobile app developers and large online shopping platforms, including: WeChat Pay, Cherrypicks, Tmall and HKTVmall to explain the development of current payment platforms and online shopping platforms, as well as various mobile apps development to participating merchant members and provide merchants with options of online sales channels. By offering both online and offline options, shopping and dining experiences will be optimised and sales maintained during the economic downturn.
“360 Degree Professional Complaints Handling” Seminar
As customers' expectations rise, the number of complaints management receives tends to increase as well. To help our members implement an effective and professional complaint handling procedure for frontline staff and managers, the QTSA invited Mr Danny Pin, Training Consultant of Synergy Training Centre to share some practical techniques for effective complaint handling on 18 September 2019 at the Conference Hall, HKPC Building.

During the seminar, Mr Danny Pin helped participants learn the skills and techniques required to handle complaints. The participants were so impressed with the seminar they have requested QTSA organise more courses about managing frontline employee's emotional state, sales skills and new generation thought.
“Prevention of Counterfeit Banknotes” Seminar
As a prime destination, Hong Kong is visited by more and more tourists from around the globe; thus giving merchants access to a wide range of foreign currencies. At the same time, the Hong Kong Monetary Authority also introduced new banknote designs in 2018 and 2019. QTSA invited the Hong Kong Monetary Authority (HKMA) and the Commercial Crime Bureau and Counterfeit and Forgery Division of the Hong Kong Police Force to present a seminar on the identification of counterfeit banknotes at the HKMA on 14 March 2019.

The seminar covered the security features of the new Hong Kong Dollar, Renminbi and US Dollar. Participants were able to handle counterfeit banknotes firsthand and learn how to tell the fake from the real. The QTSA hopes the industry will benefit from the seminar as the participants will be better prepared to identify counterfeit banknotes and avoid any financial losses.
“The Winning Ways to Handle Customer Complaints” Seminar
As customers' expectations rise, the number of complaints management receives tends to increase as well. If frontline staff and their supervisors are trained the "winning ways" in complaint handling, they will be able to handle customer complaints more appropriately. In line with this, QTSA invited CDTI, a professional training firm, to jointly organize a seminar at 4/F, HKPC Building on 15 November, 2018. Ms Esther Lee, Principal Consultant of CDTI, shared with the participants successful cases and steps of complaint handling, and Magic Words to calm down angry customers.

Esther used multi-angle examples which made it easier for participants to engage and learn. They also hope that the QTSA would organize more seminars on topics such as frontline staff stress and emotional management, staff-customer relationships and service, selling skills, etc.
Sharing of Business Elites 2018 Afternoon Session - “Smart e-marketing platforms”
"Smart e-marketing platforms" was the theme of Sharing of Business Elites 2018 Afternoon Session. The guest speakers included Mr Jason Chiu, Chief Executive Officer of Cherrypicks; Mr Ian Chan, Senior Business Development Director of International Business Group, Tencent; and Mr Daniel Chan, Head of Business Banking Commercial Banking Hong Kong, HSBC. Mr Kenny Chien, Vice Chairman of Hong Kong Software Industry Association and Mr Gordon Lo, Director, Business Management of Hong Kong Productivity Council served as moderator.

Mr Kenny Chien mentioned in his summary that many online promotion and payment platforms have become more mature in Hong Kong. Merchants need to take their first steps to approach this trend in order to start the new retail era. Mr Gordon Lo suggested with the level of technological development and the popularity of smartphones, merchants should utilise technology to both enhance consumer experience and to generate sales.
Sharing of Business Elites 2018 Morning Session - “Sales and Marketing‧The New Order”
Since its inception in 2003, "Sharing of Business Elites" has developed into a highly anticipated annual event among industry players. "Sales and Marketing‧The New Order" was the theme of Sharing of Business Elites 2018 Morning Session, held on 6 June at the Hong Kong Convention and Exhibition Centre. Top business leaders shared how they apply new marketing concepts and successfully expand their target markets in a rapidly changing business environment and consumption patterns.

Speakers were The Hon Michael Tien, BBS, JP, Legislative Councilor, Deputy to the National People's Congress, China, Convenor of Roundtable and Chairman of the G2000 Group; Mr Wu Guoping, Founder of Zhejiang Grandma's Home Catering Operations Co. Ltd.; and Ms Lisa Ngai, Chairman & Executive Director, Japan Home Centre (HK) Limited. Professor Andrew Chan, Adviser of QTSA and Mr Calvin Chan, Vice-chairman of QTSA, served as moderator.

The event concluded with a session facilitated by Professor Andrew Chan that merchants need to be clear about their core values and consumer behaviour, never give up and will eventually become successful.
“Staff Attitude & Complaints Handling” Seminar
As customers' expectations rise, so does the number of complaints management receives. With the aim of helping our members to adopt a positive attitude, QTSA invited Mr Daniel Kong, Corporate Consultant of Inno:vision Management Consulting Ltd. to share some cases and discussion points at 4/F, HKPC Building on 9 March 2018.

Participants learned how to adopt a positive attitude and handle complaints on traditional and social media. During the seminar, Mr Kong led the participants in various activities. The participants asked the QTSA to organise more seminars on the topic of staff emotion management and how to use technology to manage customer services.
Sharing of Business Elites 2017 Afternoon Session - “Online-To-Offline Commerce”
"Online-To-Offline Commerce" was the theme of Sharing of Business Elites 2017 Afternoon Session. The guest speakers included Mr Rex Cheuk, Business Development Director of Tmall Global (HK, Macau & Southeast Asia); Ms Venetia Lee, General Manager of Alipay Hong Kong, Macau & Taiwan; Mr Keven Ho, Director of Tai Woo Restaurant; and Mr Tommy Chan, Founding Vice Chairman & Treasurer & Director of PR Committee of Hong Kong O2O eCommerce Federation. Mr Calvin Chan, Chairman of QTSA Quality Enhancement Committee, served as moderator.
Sharing of Business Elites 2017 Morning Session - “Innovative Transformation”
"Sharing of Business Elites" has developed into a regular and much anticipated event run by the Quality Tourism Services Association (QTSA) since 2003. Every year, top business leaders are invited to share their experience in order to inspire QTSA members. "Innovative Transformation" was the theme of Sharing of Business Elites 2017 Morning Session, which was held at the Hong Kong Convention and Exhibition Centre on 2 June 2017.

The invited speakers were Mr Karlson Wong, Executive Director of Kee Wah Bakery Ltd., Mr Patrick Chan, Chairman of Xinwang Catering Group, and Mr Ricky Wong, Chairman of Hong Kong Television Network Limited. Professor Andrew Chan, SBS, JP, Director of EMBA Programme, The Chinese University of Hong Kong, served as moderator.


The event concluded with a session facilitated by Professor Andrew Chan that discussed, among others, how acrimony is the driving force behind a need for change; why the company's core values need to be recognised during innovation and transformation as well as the importance of constantly thinking about how to change for the better.

Participants were impressed and inspired with the sharing and discussion and asked QTSA to organise another event on the topic of how to face challenges, new industries and brand building.
“Managing Stress and Emotions for Frontline Staff” Seminar
High customers' expectation and weak consumer sentiment may create stress and negative emotions for frontline staff in the retail, catering and other service sectors. To help our members learn practical techniques for handling negative emotions and stress, the QTSA invited Mr Danny Pin, Director of Synergy Training Centre to share some practical techniques on 7 March 2017 at the Conference Hall, 4/F, HKPC Building..

During the seminar, Mr Danny Pin helped participants learn how to relieve stress and acquire the skills to deal with negative emotions and stress. The participants were impressed with the seminar and asked QTSA to organise more courses to help frontline staff learn better time management, adapt to environment changes and handle new generation customers' reactions.