Presentation on mainland visitors from southern China |
To help members and the industry gain a greater understanding about the huge numbers of
frequent individual travellers (FIT)from Mainland China visiting Hong Kong, the QTSA held a
presentation on 20 October 2003 with the participation of some mainland trade representatives.
Ms Wang Fuzhen, Director and General Manager of Guangdong SZL International Travel Services
Ltd, Mr Wu Bin, Executive Director, General Manager of China International Travel Services Shenzhen
Co. Ltd and Mr Yang Zhiheng, Deputy General Manager of China International Travel Service of
Zhongshan, were the guest speakers. They shared their informed observations of the profile,
behavioral patterns and needs of mainland visitors from their respective cities. Mr Alan Tay,
Manager of China and Taiwan, Hong Kong Tourism Board, made a presentation on marketing programmes
in China targeting FITs. |
Presentation on Mainland Visitors from Southern China |
Service skills upgrade |
Seminar on "Customer Service and Sales Closing Techniques for Mainland Visitors" |
To help frontline staff improve their techniques of closing a sale and ways to handle mainland visitors, the association held a seminar on "Customer Service and Sales Closing Techniques for Mainland
Visitors" on 9 January 2004.
Conducted by a veteran and well-known trainer, Mr Raymond Tsang, who is also the Managing Director of Tiptop Consultants, the seminar shed light on modern and versatile selling skills as well as practical
skills on closing a sale. Members were also invited to share their best practices and experiences in handling mainland visitors. |
Currency security |
Two briefings were held on 14 January 2004 to update members on handling new Hong Kong banknotes that came into circulation and the widespread use of renminbi notes. The QTSA teamed up with the Hong Kong Monetary Authority (HKMA) and the Hong Kong Police Force to conduct the briefings.
Mr Philip Tse, HKMA Senior Manager (Currency), introduced the security features of the new Hong Kong banknotes, while Mr Yuen Kam-leung, Detective Senior Inspector of the Commercial Crime Bureau of the Hong Kong Police Force, offered tips to help detect counterfeit RMB notes. He also advised members on the
proper ways to handle bogus currency notes. |
"New Hong Kong Banknotes and RMB Banknotes Briefing Seminar" |
Keeping customers happy |
Seminar on "Emotional Self-Mastery in Handling Difficult Customers/Complaints." |
As a part of our continuing efforts to elevate quality and service standards in tourism, the association organized a half-day seminar on "Emotional Self-Mastery in Handling Difficult Customers/Complaints."
Conducted by Hong Kong Productivity Council's Mr Raymond Cheng and Mr Jacob Lau, the seminar was designed to equip members with hands-on customer service techniques and practical skills on complaint handling through the mastery of their Emotional Quotient (EQ).
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The association's Governing Council Member, Mr Peter Lau, the Chairman & Chief Executive of Giordano International Ltd, was specially invited to kick off the seminar allowing him to share with participants his valuable experience in customer service.
The response was very encouraging and a great deal of positive feedback was received. Most participants appreciated the interactive exchanges and useful content as well as the vivid and professional presentations.
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