Seminars

Creating a good customer experience is now essential for standing out in the ever-changing market. How can frontline staff from retail, catering and service sectors evolve from simply meeting customers' needs to crafting a profound and unforgettable service experience? What contributes to a memorable experience that touches customers' hearts? And what does it take for your team to identify and provide precise service? This seminar will share insights and techniques on creating precisely memorable experiences that cultivate customers and long-term customer relationships with you company.

The Quality Tourism Services Association organised the QTSA Service Training – "Creating Memorable Experience by Precise Servicing" Seminar on 23 January 2024 and Mr Ricky Ng, Executive Director of Tiptop Consultants Limited was the speaker.

  

Aftertheepidemic,theconsumptionpatternsandserviceexpectationsofvisitorsandcustomershavegraduallyevolved. They have shifted from seeking discounts in the past to precise service to attract consumption nowadays. In order to adapttothischangingera,frontlinestaffintheHongKongretailandcateringindustriesneedtoadoptapositivemindset and develop various skills to seize service and salesopportunities.

The Quality Tourism Services Association organised the QTSA Service Training– "Upgrading Service and Selling Skills by fulfilling Rational and Emotive Needs" Seminar on 14 November 2023 and Ms. Elena Tsang, Senior Consultant of Tiptop Consultants Limited was the speaker.

  

"Sharing of Business Elites" organized by the Quality Tourism Services Association has always received strong support from its members, providing a platform for prominent speakers to share their experiences in quality service and business management. "Sharing of Business Elites 2023" was held on 29 August 2023 (Tuesday). We honored to invite representative business leaders toshare their experiences and strategies for applying ChatGPT and AI in the retail and restaurant sectors with members.

" Embracing Artificial Intelligence , Shaping a Service Revolution ", is the theme of "Sharing of Business Elites 2023, Mr. Louis Mah, Director of Group Information Technology, Maxim's Group, Mr. Alvin Tam, Head of Digital Development, A.S. Watson Group, and Mr. Fred Sheu, National Technology Officer, Microsoft Hong Kong Limited were the Guests Speakers. Professor Andrew C. F. Chan, SBS, JP President of GBA Business School and Adviser of QTSA hosted the Q&A section.

 

     

Enhancing service quality and presenting quality and professional image to customers and travelers are essential business principles for retail and catering industries. This is particularly crucial in the increasingly competitive market in Hong Kong after the recovery from the pandemic. Situations such as increase in tourists after boarder reopening, shortage of manpower, and digital transformation may often lead to customer dissatisfaction due to insufficient communication. It is important to improve the service awareness of frontline staff, avoid turning customer dissatisfaction into complaints, and effectively handle complaints through interpersonal interactions.

The Quality Tourism Services Association organised the QTSA Service Training– "Comprehensive Approach to Preventing and Responding to Complaints" Seminar on 31 July 2023 and Ms. Elena Tsang, Senior Consultant of Tiptop Consultants Limited was the speaker.

  

Through exerting influencing skills, service and sales staff could build emotional connections with their customers when introducing products or services, and their products or services may gradually become customers' preference. The stronger the customers' desire to buy, the greater the chance of closing deals. Inaddition, by applying influencing skills, we could manage customers' expectations when difficult situations are encountered during the service process.

The Quality Tourism Services Association organised the QTSA Training Series – "Influencing skills for Service and Selling Excellence" Seminar on 13 January 2023 and Mr Ricky Ng, Executive Director of Tiptop Consultants Limited was the speaker.

  

"Sharing of Business Elites" organized by the Quality Tourism Services Association has always received strong support from its members, providing a platform for prominent speakers to share their experiences in quality service and business management. "Sharing of Business Elites 2022" was held on 21 November 2022 (Monday). We honored to invite representative business leaders to shared their valuable insights and strategies with members.

"Evolving Customer Service in an Era of Diversity", is the theme of "Sharing of Business Elites 2022, Mr. Franz Wu, Chairman, Co-Founder & CEO, Yoho Group Holdings Limited, Ms. Piony Leung, Managing Director (Hong Kong), Café de Coral Holdings Limited, Mr. Chris Keung, Vice Chairman of the Institute of Shopping Centre, Management and General Manager - Leasing, Sun Hung Kai Real Estate Agency Limited were the Guests Speakers. Professor Andrew C. F. Chan, SBS, JP President of GBA Business School and Adviser of QTSA hosted the Q&A section.

     

Every industry needs to face different customers. No matter how great your product or service is, customer complaints are inevitable. How to face and resolve them is a skill that must be mastered in today's business and service industries. Proper handling of complaints can turn a crisis into an opportunity, turn complaints into compliments, and build a good reputation. 

The Quality Tourism Services Association organised the QTSA Training Series – "Master Your Skills and Turn Complaints into Compliments" Seminar on 22 August 2022 and Ms. Elena Tsang, Consultant of Tiptop Consultants Limited was the speaker.


  

Quality service and selling skills are crucial for front-line in the retail and catering industries. If you can make good use of the brand stories to impress customers, it will enhance their desire to purchase, you can also get closer to your customers by creating five senses service experience. Providing extraordinary customer experience will be able to close the deals effectively and gain more loyal customers.

The Quality Tourism Services Association organised the QTSA Training Series – "Level UP your Service! - Emotional Selling and Five Senses Service" Seminar on 9 November 2021 and Mr. Clive Kwok, Consultant of Tiptop Consultants Limited was the speaker.


  

Quality Tourism Services Association has been organising the "Sharing of Business Elites" since 2004. Our members are always very supportive to this event. It has been successfully established a communication platform for industry leaders and the management to exchange business insights and ideas. "Sharing of Business Elites 2021" was held on 27 September 2021 (Monday). 

"Smart e-Marketing Strategies and Platform" was the theme of Sharing of Business Elites 2021 Afternoon Session. Mr. Matthew Kwan, Principal Consultant of Solomon Hong Kong, Mr. Jaguar Chan, Owner of Love Vintage Limited and Halo Offer Limited and Mr. Tiger Chan, Founder of Tiger Video Academy were the Guests Speakers. Mr. Matthew Kwan, Principal Consultant of Solomon Hong Kong was also the Guest Moderator of the Afternoon Session of Sharing of Business Elites 2021.