Training Videos for Professional Quality Tourism Services Pledge
In order to provide visitors with professional quality tourism service experience, the HKTB has launched a series of training videos to promote the "Professional Quality Tourism Service Pledge". The training video will show trade representatives and frontline service staff in tourism and related industries how to adhere the five key focuses of the service pledge, to provide visitors with services of the highest professionalism and quality. The HKTB will work together with the trade to strengthen Hong Kong's position as a world-class tourist destination.
TRAINING VIDEOS
Professional knowledge
be equipped with knowledge and skills to provide the most professional advice to customers
- Review to gain new insights
- Understand customer needs
- Provide the most suitable solution
- Proactively offer additional information
Integrity & reliability
provide reliable services and information on products in light of customers’ needs
- Handle customer inquiries in a timely manner
- Provide accurate information to avoid misleading
- Treat every customer fairly
- Take responsibility for errors or mistakes and make effort to resolve them promptly
Quality
provide quality products and services
- Pay attention to cleanliness and hygiene
- Familiar with the product
- Provide high quality products
- Offer customer various choices
- Value customer’s feedback
Efficiency
solve customers’ problems and needs effectively with accurate and prompt services
- Promptly respond to customer needs
- Effectively utilize resources
- Manage customer expectations
Communications
listen carefully to customers’ opinions and suggestions, and communicate with them interactively
- Actively response to customers need
- Proactively provide important information
- Listen attentively
- Raise relevant questions and reconfirm the order