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.
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.
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.
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.
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.