QTSA Training Series – “Winning Customer Confidence through Excellent Service and Sales Techniques” Workshop
Some of the frontline staff may think that they can't sell products and provide good customer services at the same time. In fact, an excellent salesperson can master both selling and service skills together.  Customers feel a delight shopping and dining experience because the salesperson can listen to their real needs to propose appropriate products to them and address all their concerns.  
In view of this, you and your frontline supervisors are cordially invited to attend QTSA Training Series – "Winning Customer Confidence through Excellent Service and Sales Techniques" Workshop on 19 October 2022. Participants will learn about:

1.    The art of storytelling
       - Structure of story
       - "Tailor-made" the story for customers
       - Engaging presentation skills
2.    Matching communication styles of customers
       - Understand different communication styles
       - Tactics of matching communication styles
3.    Strategies in handling service and sales objections
       - Psychological needs behind objections
       - Three strategies of handling objections


  
QTSA Training Series – “Unleash the Potential of Difficult Staff to Enhance Service Quality” Workshop
In the fierce market competition, employees are an important factor in the development of a company. Staff with positive attitude and excellent servicing skills can help companies stand out from the market competition. Therefore, it is particularly important for managers to manage difficult employees promptly, deal with their inappropriate behaviours to increase their service quality. Team performance is maximized only when all service employees reach their full potential. This could also create the best shopping and dining experience for our customers. 

The QTSA organised the QTSA Training Series – "Unleash the Potential of Difficult Staff to Enhance Service Quality" Workshop on 23 September 2022. Mr. Ricky Ng, Executive Director of Tiptop Consultants Limited was the speaker.

  
QTSA Training Series – Target Management in Practice to Achieve Goals Effectively Workshop
With the new normal brought about by the epidemic of the century, every company is striving for future development and transformation. In order to enhance the competitiveness of the industry, it is more important to carry out target management. Good target management can improve the service quality of the company, effectively achieve service and sales targets, and build a high performing service team. 

The QTSA organised the QTSA Training Series – Target Management in Practice to Achieve Goals Effectively Workshop on 1 August 2022. Mr. Ricky Ng, Executive Director of Tiptop Consultants Limited was the speaker.


  
QTSA Training Series – “How to Manage New Generation” Workshop

As more and more young people joining the Retail, Catering and Service Industries, how to manage new generation of staff has become a crucial topic for every frontline supervisor nowadays. If frontline supervisors can adopt appropriate communication approach to manage the new generation through understanding their background, characteristics and values, it will not only enhance the management efficiency, but also motivates the young people to give full play to their strengths so that they can play pivotal roles in the service team. 

The QTSA organised the QTSA Training Series – "How to Manage New Generation" Workshop on 17 February 2022. Mr. Ricky Ng, Executive Director of Tiptop Consultants Limited was the speaker. In view of the epidemic situation, the workshop was held via Zoom only. 

  
QTSA Training Series – Self & Service Team Motivation Workshop
Faced with the pandemic and market challenges, how to lead the service team to maintain a positive mindset and provide customers with a quality shopping and dining experience is one of the keys to success. As the frontline supervisors, in addition to keeping a positive attitude while leading the service teams, they need to explore the potential, and motivate and uphold the passion of their team members through adopting different ideas and perspectives, so as to enhance the team synergy and work towards the company vision and goals more effectively. 

The QTSA organised the QTSA Training Series – Self & Service Team Motivation Workshop on 18 January 2022. Mr. Patrick Ng, Consultant of Tiptop Consultants Limited was the speaker. In view of the epidemic situation, the workshop was held via Zoom only.

  
QTSA Training Series – Service Goal Setting and Team Briefing Workshop
Every company has its own set of goals. How to set team service goals and execute them effectively is often an essential element in driving the competitiveness of retail and catering industries. As a leader, besides leading the team to set service goals, is also responsible for managing and monitoring the progress. It is imperative to effectively communicate the targets, to motivate the team members to work together towards these common goals and to review the results in a timely manner, so that team members can learn from experience and ultimately can achieve the service goals. 

The QTSA organised the QTSA Training Series -  Service Goal Setting and Team Briefing Workshop on 26 November 2021. Ms. Elena Tsang, Consultant of Tiptop Consultants Limited was the speaker.

  
QTSA Training Series - Serving Without Boundaries Workshop

In the current situation, the pace of change in service industries is ever accelerating, and the requirements for outstanding customer service are constantly increasing.  We need to create an extraordinary service experience to customers so that we can stand out among the competitors.  Only the fulfillment of company's service standards is inadequate.  We need to equip our managers with versatility mindset on providing customer service in use of value-added service. This course will introduce how supervisors can lead front-line staff to go for an extra mile, allowing them to provide services from the perspective of customers, and bring customers a better service experience.

The QTSA organised the  QTSA Training Series - Serving Without Boundaries Workshop on 31 August 2021. Mr. Ricky Ng, Executive Director of Tiptop Consultants Limited was the speaker.

  
QTSA Training Series - "Tactics for Service Team Leader” Workshop

As an important part of the supervisor's work, it is not an easy task to lead the team to achieve quality service and the company's business goals. How to build a high-performance team by understanding the unique strengths and traits that each member brings to the team. Leaders can better utilize team members' potential so that the team realizes its potential to be greater than the sum of its individual members (1+1>=2), winning more business through creating deeper bonds.

 
QTSA organised the QTSA Training Series - The Tactics for Service Team Leader Workshop on 30 July 2021. Speakers was Mr. Clement Chan, Consultant of Tiptop Consultants Limited.

  
QTSA Training Series - “How to Build a Quality Service Team Though Constructive Feedback” Workshop

The desire to spend will increase once the epidemic is under control and the electronic consumer vouchers are launched. Supervisors and management not only need to equip frontline employees,  they also need to understand employees' strengths and weaknesses, give constructive feedback to assist colleagues in identifying areas for improving quality service and thus establish good working relationships and improve work efficiency.

The QTSA therefore organised a "How to Build a Quality Service Team Through Constructive Feedback" workshop at Tiptop Training Studio on 28 June 2021, which also live broadcast on Zoom.

Trainer shared lots of examples to make it easier to understand the skills involved in providing constructive feedback. Participants said that this workshop helps them achieve their goals.

  
Mini-MBA for Executives

With the aim of providing an effective platform for management and senior executives to gain a thorough understanding of high quality service management, the QTSA organised a tailor-made 3-day "Mini-MBA" workshop, which covered management models and theories for the real business world. Through case studies and experience sharing, the participants could master how to evaluate the overall performances of their businesses. Upon completion of the Mini-MBA, graduates may top up to other academic programmes.

The Mini-MBA workshop started in November 2012 already. All participants showed extreme devotion and enthusiasm. Some were very well prepared and happy to sharing their knowledge. Everyone highly praised the well-designed programme by seasoned professional training consultant Dr. Jackia Lee, and it was a rare and much treasured opportunity for high-flyers from different spheres of the industry to come and learn together.