Organised by the Quality Tourism Services Association, "Sharing of Business Elites", has long been well received and strongly supported by its members, itserves as a high-level platform for members to exchange ideas, share best practices in quality service and business management, and inspire innovative thinking to drive sustainable growth.
This year, "Sharing of Business Elites 2025" will be held on 23 October 2025 (Thursday), under the theme of "New Dynamics in Global and Regional Economies". Prominent academic and business leaders are invited to share their insights of geopolitics and explore how business can respond to challenges, seize opportunities and transform crisis into opportunity in an uncertain environment.
The retail, restaurant and service sectors are facing numerous challenges nowadays. Customer satisfaction is crucial to a company's success. However, companies often find it challenging to handle emotional complaints from customers.
The Quality Tourism Services Association organised QTSA Service Training – " A Better Way to Handle Emotional Complaints " Seminar on 18 July 2025 Mr. Ricky Ng, Executive Director of Tiptop Consultants Limited was the speaker. Participants learned about: more effective ways to handle complaints, helping companies build stronger customer service capabilities, transform complaints into opportunities, and enhance customer loyalty and brand image.
we will explore the importance of being a gracious host by creating a welcoming environment, communicating attentively, and fostering empathy. Through scenario practice, we will delve into showcasing hospitality, collectively embodying Hong Kong's unique hospitality traditions, and delivering unforgettable service experiences to every guest.
The Quality Tourism Services Association organised QTSA Service Training – "Creating Welcoming Customer Atmosphere" Seminar on 11 February 2025 Ms. Elena Tsang, Senior Consultant of Tiptop Consultants Limited was the speaker. Participants learned about:
l Definition of a host and its application in the service industry l Characteristics and Behaviours of a Good Host
l Importance of cleanliness in the environment l The Importance of Detailed Service: Personalized recommendations
l Listening and understanding customer needs l Handling customers with different emotions |
l Viewing things from the customer's perspective to discover and fulfil potential needs. l Benefits of satisfied customers for individuals, organization, and Hong Kong as a whole
l What would you say? l Group activities: Collaboratively expressing Hong Kong's unique spirit of hospitality |
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Customer complaints are ever-changing, often leaving frontline colleagues and managers struggling to handle various difficult situations. Understanding the causes, prevention, and handling methods behind common types of complaints and difficult situations can help businesses turn crises into opportunities. The knowledge and skills of the retail and catering team in handling complaints are the foundation of business growth.
The Quality Tourism Services Association organised QTSA Service Training " Handling Customers Dissatisfaction and Complaints Comprehensively " Seminar on 4 December 2024 Mr. Ricky Ng, Executive Director of Tiptop Consultants Limited was the speaker.
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"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 2024" was held on 17 October 2024 (Tuesday). We honored to invite representative business leaders to share their observations of changing consumer patterns in the retail and restaurant sectors and share their strategies to address them with members.
" Embracing Opportunities from Changing Customer Behaviour", is the theme of "Sharing of Business Elites 2024, The Hon Shiu Ka-fai, BBS, JP, Member of the National Committee of the Chinese People's Political Consultative Conference and Member of the Legislative Council , Wholesale and Retail Functional Constituency, Mr. Bruce Lam, Chief Executive Officer, Consumer, HKT Limited, Ms. Dilys Chau, JP, Partner, Ernst & Young, Consumer Sector Hong Kong Assurance Leader were the Guests Speakers. Professor Andrew C. F. Chan, SBS, JP, Emeritus Professor, Department of Marketing, The Chinese University of Hong Kong and Adviser of QTSA hosted the Q&A section.
In response to the "Hospitality Campaign", QTSA encourages staff in the retail and catering industries to actively practice courteous customer service. However, under the current constraint of manpower shortage, how can frontline staff grasp every detail and skillfully utilize body language, tone of voice and appropriate vocabulary to serve their customers in a limited time? Moreover, how can they show respect to customers from different cultural backgrounds, treat each customer equally and provide attentive service?
The Quality Tourism Services Association organised QTSA Service Training "Treating Guests with Courtesy and Provide Excellent Service" Seminar on 12 August 2024 Ms. Elena Tsang, Senior Consultant of Tiptop Consultants Limited was the speaker.
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.
