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"Service Breakthrough for Total Quality" Seminar |
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Date: 29 October, 2008 (Wednesday)
Time: 9:30 AM – 12:30 PM (Registration starts at 9:15 AM)
Venue: Exhibition Hall 4/F, Hong Kong Productivity Council Building,
78 Tat Chee Ave., Kowloon Tong
Speakers:
Mr. Raymond Yu, Managing Director of Talents Consulting Ltd.
Mr. Y T Li, Deputy Operations Director, MTR Corporation Ltd.
Language: Cantonese
Fee:
QTSA Member - Enjoy 1 free seat (each additional seat costs $200)
Non-QTSA Member - $400
Continuously improving service and product quality is the key to achieve service excellence. Facing fierce competition in the market, service enhancement and re-engineering would ultimately help companies to win more customers and sharpen their competitiveness. In view of this, QTSA is pleased to invite you to join our coming seminar on "Service Breakthrough for Total Quality", presented by Mr. Raymond Yu, Managing Director of Talents Consulting Ltd and Mr. Y T Li, Deputy Operations Director, MTR Corporation Ltd. on 29 October 2008 (Wednesday) at Exhibition Hall, 4/F., HKPC Building, Kowloon Tong.
In this seminar, Mr. Raymond Yu will introduce the trends and new tools for service re-engineering and Mr. Y T Li will share his know-how and successful experiences on service enhancement. Through this seminar, participants will gain insights on the “what” and “how” of contemporary service re-engineering and get to grips with tools and techniques for improving service quality. In addition, participants can benchmark the practical experiences of other companies and reflect on ways to achieve business breakthrough.
Content Highlights:
• Service re-engineering – an update on trends and new tools
• Putting "Customer-friendly" operation into practice (including one-stop shop service, process streamlining, grasping real needs of customers, reinforcing brand confidence, Blue Ocean strategies for retailers and restaurants)
• Sharing of service improvement projects amongst the audience
• Sharing of cases and know-how in MTR Corporation on "Continuous Enhancement of Service Quality" |
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“Winning Customers through Powerful Communication” Seminar |
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Date 11 November 2008 (Tuesday)
Time 9:30 AM – 12:30 PM (Registration starts at 9:15 AM)
Venue Exhibition Hall 4/F, Hong Kong Productivity Council Building, 78 Tat Chee Ave., Kowloon Tong
Speaker Mr David Cheung, Human Engineer and founder of Institute for Executive Development Ltd
Language Cantonese
QTSA Member - Enjoy 1 free seat (each additional seat costs $200)
Non-QTSA Member - $400
Powerful communication is a prerequisite for successful selling. It is effective to comprehend the Keys to Psychological Selling & Unlock Your Sales Potentials to increase success in Winning new business and building customer confidence. Mastering the essence of communication strategies can further build and develop solid customer relationships as well as establish a positive profile of the company while achieving sales targets.
Mr David Cheung is a renowned training consultant with a solid experience of over 20 years. He also honored by a leading magazine in the Asia-Pacific region (Meeting & Convention) as one of the top six motivational speakers in Asia. Through a series of interactive activities, discussion and sharing, Mr Cheung will share with participants ways to explore customers’ need and behavior, and strengthen their communication skills in selling.
Effective Communication Skills in selling
How to use active listening
Proper usage of tone, body language and appropriate words in communication
To learn the 3 levels of communication effectiveness
Five types of questions you can use to build rapport, qualify prospects, and identify needs.
Understand Why Customers buy & Building Trust with Customers
The Doctor of Selling approach: examination, diagnosis, and prescription.
Uncover key customer wants and problems — their “Hot Buttons”.
Views as a problem solver, selling results and solutions rather than products or services.
To build the “trust bond”, establish your credibility |
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“Enneagram and Service Excellence” Seminar |
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Date: 25 November 2008 (Tuesday)
Time: 9:30 AM – 12:30 PM (Registration starts at 9:15 AM)
Venu:e Exhibition Hall 4/F, Hong Kong Productivity Council Building, 78 Tat Chee Ave., Kowloon Tong
Speaker: -Ms Cheung Wai Tsz, NLP Certified Trainer (INLPTA)
-Mr Chris Ho, NLP Coach (INLPTA) and NLP Master Practitioner
Language: Cantonese
Fee: QTSA Member - Enjoy 1 free seat (each additional seat costs $200)
Non-QTSA Member - $400
Facing the adversity influenced by the peripheral factors, the market conditions have been worsened by weak consumer sentiment which poses great challenges to the industry. In order to confront with adversity, it is critical for the industry to be sensitive to the market trends and use various approach to arouse customers’ buying interest and close the deal in an effective way.
Content Highlights:
Where and when Enneagram comes from
• The origin of Enneagram
• Catch your emotion
• Head centre vs. Heart centre vs. Body centre
Enneagram communication model and what type are your clients
• Characters of the nine personalities
• How to speed read customers’ personalities
• How to close the deal effectively by identifying appropriate communication method for different types of customers
Rapport Building
• Build up a long term and positive relationship with clients |
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Enrolment Method:
Download Enrolment Form
Online Enrolment
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“Handling Complaints in An Excellent Way” Seminar (Re-run) |
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Date 11 Dec 2008 (Thursday)
Time 9:30 AM – 12:30 PM (Registration starts at 9:15 AM)
Venue Exhibition Hall 4/F, Hong Kong Productivity Council Building, 78 Tat Chee Ave., Kowloon Tong
Speaker Mr Raymond Fung, Managing Director and Principal Consultant of the Famous Talent Limited
Language Cantonese
Fee: QTSA Member - Enjoy 1 free seat (each additional seat costs $200)
Non-QTSA Member - $400
Nowadays, enterprises face greater challenges in complaints handling as customers are far more aware of the power they have. Actually, complaints are a valuable source of customer information for an enterprise to enhance product quality and achieve service excellence. Appropriately and tactfully handling customer complaints can serve to boost staff morale and upgrade professional service levels of our frontline staff on the one hand, and generate a good reputation on the other. Furthermore, to turn complaints to business can create a triple-win situation for the customers, enterprise and the staff.
Content Highlights:
- Importance of handling customer complaints professionally
- Passionate attitude of handling customer complaints
- Developing a positive attitude in copying with customer complaints by shifting sub-consciousness
- Emotional Control (EQ) techniques to clam down service staff and customers
- Handling different personality of complaint customers
- Assertive skills to handle difficult complaint customers (how to say NO, and refuse unreasonable demands from customers)
- Professional steps of handing customer complaints
- Various “Service Recovery” skills and strategies to turn complaint customers to loyal customers |
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Enrolment Method:
Download Enrolment Form
Online Enrolment
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