Sharing of Business Elites 2021 Afternoon Session - "Smart e-Marketing Strategies and Platform"

Quality Tourism Services Association has been organising the "Sharing of Business Elites" since 2004. Our members are always very supportive to this event. It has been successfully established a communication platform for industry leaders and the management to exchange business insights and ideas. "Sharing of Business Elites 2021" was held on 27 September 2021 (Monday). 

"Smart e-Marketing Strategies and Platform" was the theme of Sharing of Business Elites 2021 Afternoon Session. Mr. Matthew Kwan, Principal Consultant of Solomon Hong Kong, Mr. Jaguar Chan, Owner of Love Vintage Limited and Halo Offer Limited and Mr. Tiger Chan, Founder of Tiger Video Academy were the Guests Speakers. Mr. Matthew Kwan, Principal Consultant of Solomon Hong Kong was also the Guest Moderator of the Afternoon Session of Sharing of Business Elites 2021.


Sharing of Business Elites 2021 Morning Session - "New Normal ‧ New Management"

Quality Tourism Services Association has been organising the "Sharing of Business Elites" since 2004. Our members are always very supportive to this event. It has been successfully established a communication platform for industry leaders and the management to exchange business insights and ideas. "Sharing of Business Elites 2021" was held on 27 September 2021 (Monday). During the epidemic, the retail and catering industries have been affected by prevention measures, social distancing, and more. Quality Tourism Service Association specially invited executives from a number of successful companies to share their innovative management strategies under the "New Normal", and to engage in interactive discussions and exchange of ideas.

"New Normal ‧ New Management" was the theme of Sharing of Business Elites 2021 Morning Session. Mr. Ray Chui, Chairman of Kam Kee Catering Group, Professor Karen Chan, JP, Executive Director of German Pool Group Company Limited and Ms. Susanna Wong, Chief Executive Officer of YATA Limited were the Guests Speakers. Professor Andrew C. F. Chan, SBS, JP, Emeritus Professor of Department of Marketing, The Chinese University of Hong Kong and President of GBA Business School was the Guest Moderator of the Morning Session of Sharing of Business Elites 2021.

QTSA Training Series - Secret Weapon of Handling Complaints Seminar

Affected by the COVID-19 outbreak in the past year, Hong Kong's retail and catering industry have been suffered a downturn. It is believed that overall consumption will rebound while the epidemic is gradually brought under control, member merchants can use this period to equip service staff to enhance service quality to meet the needs of local customers and travelers in the near future and build long tern reputation to win more customers.

Quality Tourism Service Association organised the QTSA Training Series - Secret Weapon of Handling Complaints Seminar and invited Mr. Ricky Ng, Executive Director & Ms. Janice Lo, Consultant of Tiptop Consultants Limited to share the effective ways to handle customer complaints with online and in-person participants on 4 June 2021 from 2pm - 5pm.

“New Opportunities for Business Development in Adversity” Seminar
Over the past few months, the retail and catering industries have faced a series of severe challenges. In order to help member merchants overcome difficulties and seize new opportunities in times of adversity, QTSA invited members to participate in the "New Opportunities for Business Development in Adversity" Seminar, held on 6 November 2019 at the Conference Hall, HKPC Building.

In the first part of the seminar, three speakers were invited from the Innovation and Technology Commission, the "Retail Technology Adoption Assistance Scheme for Manpower Demand Management" (ReTAAS) agency and the Employees Retraining Board. Government assistance programmes were introduced to member merchants to help reduce their pressure on technology applications and staff training.

In the second and third part of the seminar, QTSA invited four representatives from large payment platforms, mobile app developers and large online shopping platforms, including: WeChat Pay, Cherrypicks, Tmall and HKTVmall to explain the development of current payment platforms and online shopping platforms, as well as various mobile apps development to participating merchant members and provide merchants with options of online sales channels. By offering both online and offline options, shopping and dining experiences will be optimised and sales maintained during the economic downturn.
“360 Degree Professional Complaints Handling” Seminar
As customers' expectations rise, the number of complaints management receives tends to increase as well. To help our members implement an effective and professional complaint handling procedure for frontline staff and managers, the QTSA invited Mr Danny Pin, Training Consultant of Synergy Training Centre to share some practical techniques for effective complaint handling on 18 September 2019 at the Conference Hall, HKPC Building.

During the seminar, Mr Danny Pin helped participants learn the skills and techniques required to handle complaints. The participants were so impressed with the seminar they have requested QTSA organise more courses about managing frontline employee's emotional state, sales skills and new generation thought.
“Prevention of Counterfeit Banknotes” Seminar
As a prime destination, Hong Kong is visited by more and more tourists from around the globe; thus giving merchants access to a wide range of foreign currencies. At the same time, the Hong Kong Monetary Authority also introduced new banknote designs in 2018 and 2019. QTSA invited the Hong Kong Monetary Authority (HKMA) and the Commercial Crime Bureau and Counterfeit and Forgery Division of the Hong Kong Police Force to present a seminar on the identification of counterfeit banknotes at the HKMA on 14 March 2019.

The seminar covered the security features of the new Hong Kong Dollar, Renminbi and US Dollar. Participants were able to handle counterfeit banknotes firsthand and learn how to tell the fake from the real. The QTSA hopes the industry will benefit from the seminar as the participants will be better prepared to identify counterfeit banknotes and avoid any financial losses.
“The Winning Ways to Handle Customer Complaints” Seminar
As customers' expectations rise, the number of complaints management receives tends to increase as well. If frontline staff and their supervisors are trained the "winning ways" in complaint handling, they will be able to handle customer complaints more appropriately. In line with this, QTSA invited CDTI, a professional training firm, to jointly organize a seminar at 4/F, HKPC Building on 15 November, 2018. Ms Esther Lee, Principal Consultant of CDTI, shared with the participants successful cases and steps of complaint handling, and Magic Words to calm down angry customers.

Esther used multi-angle examples which made it easier for participants to engage and learn. They also hope that the QTSA would organize more seminars on topics such as frontline staff stress and emotional management, staff-customer relationships and service, selling skills, etc.
Sharing of Business Elites 2018 Afternoon Session - “Smart e-marketing platforms”
"Smart e-marketing platforms" was the theme of Sharing of Business Elites 2018 Afternoon Session. The guest speakers included Mr Jason Chiu, Chief Executive Officer of Cherrypicks; Mr Ian Chan, Senior Business Development Director of International Business Group, Tencent; and Mr Daniel Chan, Head of Business Banking Commercial Banking Hong Kong, HSBC. Mr Kenny Chien, Vice Chairman of Hong Kong Software Industry Association and Mr Gordon Lo, Director, Business Management of Hong Kong Productivity Council served as moderator.

Mr Kenny Chien mentioned in his summary that many online promotion and payment platforms have become more mature in Hong Kong. Merchants need to take their first steps to approach this trend in order to start the new retail era. Mr Gordon Lo suggested with the level of technological development and the popularity of smartphones, merchants should utilise technology to both enhance consumer experience and to generate sales.
Sharing of Business Elites 2018 Morning Session - “Sales and Marketing‧The New Order”
Since its inception in 2004, "Sharing of Business Elites" has developed into a highly anticipated annual event among industry players. "Sales and Marketing‧The New Order" was the theme of Sharing of Business Elites 2018 Morning Session, held on 6 June at the Hong Kong Convention and Exhibition Centre. Top business leaders shared how they apply new marketing concepts and successfully expand their target markets in a rapidly changing business environment and consumption patterns.

Speakers were The Hon Michael Tien, BBS, JP, Legislative Councilor, Deputy to the National People's Congress, China, Convenor of Roundtable and Chairman of the G2000 Group; Mr Wu Guoping, Founder of Zhejiang Grandma's Home Catering Operations Co. Ltd.; and Ms Lisa Ngai, Chairman & Executive Director, Japan Home Centre (HK) Limited. Professor Andrew Chan, Adviser of QTSA and Mr Calvin Chan, Vice-chairman of QTSA, served as moderator.

The event concluded with a session facilitated by Professor Andrew Chan that merchants need to be clear about their core values and consumer behaviour, never give up and will eventually become successful.
“Staff Attitude & Complaints Handling” Seminar
As customers' expectations rise, so does the number of complaints management receives. With the aim of helping our members to adopt a positive attitude, QTSA invited Mr Daniel Kong, Corporate Consultant of Inno:vision Management Consulting Ltd. to share some cases and discussion points at 4/F, HKPC Building on 9 March 2018.

Participants learned how to adopt a positive attitude and handle complaints on traditional and social media. During the seminar, Mr Kong led the participants in various activities. The participants asked the QTSA to organise more seminars on the topic of staff emotion management and how to use technology to manage customer services.