In response to the “Hospitality Campaign”, QTSA encourages staff in the retail and catering industries to actively provide courteous service to customers. However, under the current constraint of manpower shortage, how can frontline staff grasp every detail and skillfully utilize body language, tone of voice and appropriate vocabulary to serve their customers in a limited time? Moreover, how can they show respect to customers from different cultural backgrounds, treat each customer equally and provide attentive service?

You are cordially invited to attend the QTSA Service Training – “Treating Guests with Courtesy and Provide Excellent Service” Seminar together with your frontline staff, supervisors and training-related staff. Participants will learn about:

1. The Concept of Service with Courtesy
• The Boundaries and Importance of “Treating Guests with Courtesy”
• The Dos and Don'ts of Courtesy
2. The Key to Courtesy - Smile
• How to Express Positive Emotions
• How to Show a Friendly Smile in Different Situations
3. Mannerism with Language
• The Use of Courtesy Phrases
• Tone, Voice and Other Body Language when Communicating with Customers
4. Respect Others and Etiquette when Interacting with Customers from Different Countries
• Expectations for Interactions with People of Different Nationalities, treating Each Customer in an Equal and Friendly Manner
• Respect Customers’ Time and Privacy and Not to Put Pressure on Customers
5. Serve with Care and Attention to Detail
• Pay Attention to Customers' Small Needs and Preferences
• Role Play: How Would You Provide Service that Exceeds the Customer's Expectations?

Seminar and registration details are as follows:

We look forward to your participation.

Yours faithfully,

QTS Secretariat
Hong Kong Tourism Board