Sharing of Business Elites 2013 - QTSA · The “10-year QTS Merchant Recognition” award established by the HKTB is an acknowledgement of the continuous efforts of accredited merchants

「翹楚匯2013」經驗分享會Sharing of Business Elites 2013

會訊 NEWS

2013

4th Quarter第4季

協會透視 QTSA PERSPECTIVE

優質旅遊服務協會周年晚宴2013 暨優質商戶及員工服務獎項頒獎典禮 QTSA Annual Dinner 2013 cum Quality Tourism Services (QTS) Merchant & Service Staff Awards Presentation Ceremony

委員專訪周梁淑怡女士, GBS, OBE, 太平紳士 Meet Governing Council Member Mrs Selina Chow, GBS, OBE, JP

業界透視 INDUSTRY PERSPECTIVE

香港美酒佳餚巡禮 Hong Kong Wine and Dine Festival

會員透視 MEMBER PERSPECTIVE

會員專訪：靠得住 Interview with Member: Congee King

會員專訪：大眾書局 Interview with Member: Popular Book Company

「QTSA會訊」是一份季刊，由優質旅遊服務協會出版。地址：香港北角威非路道18號萬國寶通中心11樓電話：2807 6280 傳真：2807 6360 電郵：[email protected] 網址：www.qtsa.com 如欲索取多份「QTSA會訊」，歡迎聯絡秘書處。

“QTSA News” is published quarterly by Quality Tourism Services AssociationAddress: 11th Floor, Citicorp Centre, 18 Whitfield Rd., North Point, Hong KongTel: 2807 6280 Fax: 2807 6360Email: [email protected] Website:www.qtsa.comIf you want to receive more copies of “QTSA News”, please feel free to call the Secretariat for arrangement

編者的話 Editor’s Note

優質旅遊服務協會周年晚宴2013暨優質商戶及員工服務獎項頒獎典禮QTSA Annual Dinner 2013 cum Quality Tourism Services (QTS) Merchant & Service Staff Awards Presentation Ceremony

協會聯同香港旅遊發展局合辦「優質旅遊服務協會周年晚宴2013暨優質商戶及員工服務獎項頒獎典禮」於2013年10月9日圓滿結束。

是次晚宴得以順利舉行，全賴眾會員商戶的熱烈參與及旅發局的鼎力支持。旅發局一直積極推行「優質旅遊服務」計劃，並與協會

合作，帶動及推廣香港優質的旅遊服務文化，以吸引更多旅客。在香港，一年四季皆有精采的節慶盛事，緊接有美國運通香港美酒佳餚

巡禮、香港除夕倒數、新春國際匯演之夜等大型活動，相信都是令旅客及市民引以期待。

QTSA Annual Dinner 2013 cum Quality Tourism Services (QTS) Merchants & Service Staff Awards Presentation Ceremony was co-organised with The Hong Kong Tourism Board and was successfully held on 9 October 2013. Thanks to the HKTB, merchants and guests, the annual dinner went ahead smoothly. The HKTB has been actively promoting the “Quality Tourism Services” Scheme with the QTSA in order to attract more visitors to Hong Kong. And with several high profile events coming up, such as; the American Express Hong Kong Wine & Dine Month, Hong Kong New Year Countdown Celebrations and the 2014 International Chinese New Year Night Parade we expect even more visitors to arrive.

編者的話 Editor’s Note

優質旅遊服務協會周年晚宴2013暨優質商戶及員工服務獎項

頒獎典禮QTSA Annual Dinner 2013 cum Quality Tourism Services (QTS) Merchant & Service Staff Awards Presentation Ceremony

協會透視 QTSA PERSPECTIVE

焦點匯聚 In the Spotlight

會員探訪 1 Member Visit

優質旅遊服務協會周年晚宴2013暨 2-5

優質商戶及員工服務獎項頒獎典禮 QTSA Annual Dinner 2013 cum Quality Tourism Services (QTS) Merchant & Service Staff Awards Presentation Ceremony

委員專訪：周梁淑怡女士，GBS，OBE，太平紳士 6-7 Meet Governing Council Member – Mrs Selina Chow, GBS, OBE, JP

《2012年商品說明（不良營商手法）（修訂）條例》 8 Trade Descriptions (Unfair Trade Practices) (Amendment) Ordinance 2012

交流會議 9 Meeting with Hong Kong Tourism Board Chairman

協會專訊 QTSA Headlines

培訓導師證書/文憑課程 10 Certificate / Diploma in Corporate Training Professionals

美國運通呈獻：中小企數碼時代致勝之道培訓系列 – 10 「數碼營銷必殺技」研討會 American Express presents: “Small Business Goes Social” Training Series – “Gain insights from winning e-solutions” Seminar

美國運通呈獻：中小企數碼時代致勝之道培訓系列 – 11

「零售及飲食服務的下一站：O2O 營銷接地」研討會 “Online-to-Onsite: The Next Big Thing for Retail & Catering” Seminar

「如何贏盡商機」研討會 12 “How to Win Business Opportunities” Seminar

培訓顧問專欄 13 Training Consultant Column

業界透視 INDUSTRY PERSPECTIVE

業界掠影 Industry Express

香港美酒佳餚巡禮 14 Hong Kong Wine and Dine Festival

香港中秋節 14 Hong Kong Mid-Autumn Festival

睿智之言 The Insights

方剛議員，SBS，太平紳士　立法會批發及零售界議員之見 15 The Hon Vincent Fang, SBS, JP Comments from the Legislative Council Member, Wholesale and Retail Functional Constituency

會員透視 MEMBER PERSPECTIVE

會員搜畫 Member’s Profile

靠得住專訪 16 Interview with Congee King

大眾書局專訪 17 Interview with Popular Book Company

目錄 Contents

協會一直十分重視委員會及會員商戶之間的互動交流，會員探訪是委員會聽取及了解會員意見和建議的好機會，

因此本會定期探訪會員，透過直接會面增進與會員的雙向溝通。

協會執行委員會及公共關係委員會成員於2013年8月6日，探訪位於崇光百貨內多家會員商戶。在崇光(香港)百貨

有限公司及參與商戶的代表陪同下，委員們參觀了卡撒天嬌香港有限公司、Kingkow、瑞聯錶行及GODIVA。這次

探訪十分成功，不但有助委員會根據業界發展的需要而為協會規劃未來大計，亦能確保協會為會員提供適切的

服務。

The QTSA encourages interaction between the Governing Council and members. Member visits are great opportunities for the Council to listen to feedback and suggestions from members. Thus, the regular member visits help to promote interaction between the QTSA and its members.

On 6 August 2013, the Public Relations Committee and Governing Council Members paid a visit to member merchants in SOGO. Accompanied by representatives from SOGO Hong Kong Company Ltd

and participating merchants, the group visited Casablanca Hong Kong Limited, Kingkow, Fine Asia Watch (HK) Co. Ltd and GODIVA. The result of the visit was both fruitful and positive as it successfully brought the Council and members closer, resulting with the QTSA having a better understanding to address the needs of the members.

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會員探訪 —崇光(香港)百貨有限公司

Member Visit – SOGO Hong Kong Company Limited

焦點匯聚 In the Spotlight | QTSA NEWS 2013 4th Quarter


優質旅遊服務協會周年晚宴2013暨優質商戶及員工服

務獎項頒獎典禮於2013年10月9日假香港會議展覽中心

會議廳隆重舉行。當晚氣氛非常熱鬧，場內雲集數百名

嘉賓、會員和業界精英。

是次周年晚宴與香港旅遊發展局合辦，為隆重其事，協會

邀請商務及經濟發展局長蘇錦樑先生，GBS，太平紳士，

中央人民政府駐香港聯絡辦公室協調部副部長郭亨斌先生

及旅遊事務署旅遊事務專員容偉雄先生，太平紳士作

主禮嘉賓。晚宴開首，由協會主席李應生先生，BBS，

MH ，太平紳士致歡迎辭；緊隨期後由香港旅遊發展局主席

林建岳博士及商務及經濟發展局局長蘇錦樑，GBS，太平

紳士致辭；並由協會副主席郭少明博士，BBS，太平紳士

致歡迎辭並率眾進行簡單而隆重的祝酒儀式。

The QTSA Annual Dinner 2013 cum Quality Tourism Services (QTS) Merchants & Service Staff Awards Presentation Ceremony took place on 9 October 2013 at the Hong Kong Convention and Exhibition Centre Convention Hall. The Annual Dinner was well attended by hundreds of guests, members and business elites.

This year, the Annual Dinner was co-organised with the Hong Kong Tourism Board. Mr Gregory So Kam-leung, GBS, JP, Secretary for Commerce and Economic Development; Mr Guo Hengbin, Deputy Director- General, Coordination Department, Liaison Office of the Central People’s Government in the HKSAR, and Mr Philip Yung, JP, Commissioner for Tourism were invited to be the officiating guests.

QTSA Annual Dinner 2013

優質旅遊服務協會周年晚宴2013

cum Quality Tourism Services (QTS) Merchant & Service Staff Awards Presentation Ceremony

暨優質商戶及員工服務獎項頒獎典禮

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當晚節目豐富，除了邀請人氣藝人何傲兒及蕭正楠作表演

嘉賓，協會更得到十數家贊助商的慷慨支持，送出豐富

檯獎，令晚宴每位賓客都能盡慶而歸。其中逾三十位幸

運兒，更在壓軸的幸運大抽獎中贏得名貴獎品。今次的周

年晚宴暨優質商戶獎項頒獎典禮就在一片歡樂氣氛中圓滿

結束，在場賓客都能盡慶而歸。

The programme-packed Annual Dinner featured musical performances by popular artists Ms Lily Ho and Mr Edwin Siu. Thanks to the generosity of the sponsors, everyone received a magnificent table prize and over 30 delighted guests won luxury prizes in the lucky draw at the finale. It was a truly special evening for all present and the Annual Dinner concluded in a celebratory atmosphere.

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今年香港旅遊發展局再度舉辦設立「10年資深商戶

嘉許」及「傑出優質商戶獎項」，並於晚宴上向新一批

連續十年獲得「優質旅遊服務」計劃認證的商戶頒發

嘉許狀和持續表現傑出的認證商戶頒發獎座，以表揚各

優質商戶持續傑出的表現。另外，為鼓勵商戶和員工提供

優質的客戶服務，並讓社會大眾認識到前線員工對旅遊業

的貢獻，本年度首次設立「傑出優質商戶員工服務獎」，

以公開肯定「優質旅遊服務」計劃認證商戶員工的優秀

客戶服務水平。

The “10-year QTS Merchant Recognition” award established by the HKTB is an acknowledgement of the continuous efforts of accredited merchants to improve quality services. The second batch of merchants to reach 10 uninterrupted years of accreditation received their honours at the Annual Dinner this year. Frontline service staff are the face of the tourism industry and represent Hong Kong in extending a warm welcome to visitors. In order to recognise the contribution made by QTS accredited merchants’ frontline service staff and to promote a culture of service excellence, the “Outstanding QTS Merchants Service Staff Award” was introduced.

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周梁淑怡女士, GBS, OBE, 太平紳士，早於1995年便

加入協會執行委員會，現為協會的名譽顧問。周太

無論在電視界、商界和政界都取得驕人的成就，被問

及成功之道，她謙稱自己並非十分成功，只是做任

何事情都比較「上心」，更笑言自己是一名「緊張

大師」，因而散發著一種感染力，令整個團隊以至身邊

的人都會「打醒十二分精神」，朝著共同目標進發。

「今時今日的香港面對眾多競爭亦能站得住腳的原因

是優質的服務質素及商譽。」

周太指出「優質旅遊服務」計劃的認證商戶無論在

服務質素，專業水準都是屬於條件較高的一群，而且

只有被認證的各大中小企會員商戶才可加入協會。

因此，協會的價值便在於提供一個平台予優質商戶

追求及成為「優中之優」，如各種定期的培訓課程及

對外的宣傳。當計劃與協會聯手合作，為各優質的

會員商戶維持和提高服務準則及效率，這自然有助

優質商戶在市場上突出自己的品牌，爭取商機。

「商戶應放眼長遠，緊貼潮流。」周太認為各大中小企業不應只顧當前利益，應該放眼

長遠；而且商戶要跟上潮流，因為過去多勞多得的

一套未必有效應用於現今的市場。另外，除了透過

「優質旅遊服務」計劃及協會的工作可令商戶做得更

好外，同時亦應該投放更多資源於員工身上，如在

管理方面，加強員工及團隊的培訓，提供適當的鼓勵

及獎項以增強員工於團隊內的自我認同感，這才可使

本港的旅遊及服務相關的行業更進一步。

Mrs Selina Chow, GBS, OBE, JP has been a member of the QTSA Governing Council since 1995 and currently serves as an Honorary Adviser. Although she has achieved remarkable successes in television, business and politics, Mrs Chow maintains that she is not terribly successful but simply works very hard at everything she attempts. She exudes a contagious enthusiasm that inspires her whole team to work towards common goals.

“Although Hong Kong faces strong competition nowadays, we still lead because of the quality of service and our reputation.”

Mrs Chow pointed out that members of the “Quality Tourism Services’’ Scheme are all certified merchants that exhibit professionalism and provide a better quality of service. The function of the QTSA is to provide a platform for merchants to be “the best of the best” and the Scheme aims to maintain and improve service quality and efficiency. Raising standards helps win business opportunities.

Looking to the long-termMerchants should not only focus on their current interests but also plan for the long-term. Mrs Chow noted that it was important to keep up with business trends to remain competitive. She also said that it was necessary for businesses to allocate resources to staff training and introduce incentive and reward schemes to enhance employees’ confidence and work commitment. Such actions further improve our tourism and service-related industries.

委員專訪：Meet Governing Council Member:

周梁淑怡女士GBS, OBE, 太平紳士加入QTSA執行委員會年份: 1995

GBS, OBE, JPMrs Selina Chowhas served the QTSA Governing Council since 1995

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Service straight from the heart When comparing the retail and catering industries, Mrs Chow said that while there is no doubt that Hong Kong has the most efficient service, the question is: can staff provide service straight from the heart? Regardless of the nature of the customer, she stated that a professional and non-discriminatory manner must be maintained in order to capitalise on the existing strengths in our tourism and service industries.

Quality service As an Honorary Adviser, Mrs Chow is satisfied with the performance of the Association over the past years. She noted that the Association not only effectively promotes quality tourism services but also provides workshops and training activities to help strengthen and enhance service quality. As to the future development of the QTSA, she suggested the government should strongly support the “Quality Tourism Services” Scheme and devote more resources to the development of the industry to enhance its competitiveness.

After a busy workdayOutside her busy work schedule, Mrs Chow has two main interests: dancing and enjoying family life.

She goes dancing two to three times per week; this helps her to relax after the stress of work and improves her physical and mental health.

As the conversation progressed, it became obvious that Mrs Chow enjoys family life with her grandchildren.

由心出發談到現今香港零售業及飲食業的文化，周太認為他們

的服務效率高是無庸置疑，但亦帶出了一個疑問，

員工是否做到「由心出發」？「不時聽到本地人在

各商店未必得到適切的招待，很多員工亦較為

『現實』，往往只顧及眼前利益而忽視其他看似微少

但十分重要的因素。」面對周邊不同國家在不同

方面強烈的競爭，周太寄語各行業的員工，無論所

面對的顧客是什麼類型，也要保持著專業及一視同仁

的態度，凡事由心出發，對方是會感受得到的。這才

可穩定香港在旅遊及服務業現有的優勢。

優質服務作為優質旅遊服務協會的名譽顧問，周太對於協會

多年來的工作表現十分滿意，她認為協會不但有效

向外宣揚優質的旅遊服務；為會員商戶所舉辦的工作

坊及培訓課程能大大提升及鞏固優質服務質素。對於

協會未來的發展，她則建議政府應大力支持「優質

旅遊服務」計劃，了解業界的需要，並投放更多資源

予業界發展，從而作出策略性的協調，以增強中小企

及對外的競爭。

忙碌過後......公職繁忙的周太，忙碌過後有兩大興趣：跳舞及享受

家庭生活。

平均一星期跳舞兩至三次，不但可抒緩忙碌過後繃緊

的心情，而且能使身心健康。

從言談間亦能感受到周太十分享受與四名孫子孫女

玩樂的家庭生活。

能夠做自己喜歡的活動以平衡生活，相信是每個香港人

都嚮往的一種生活態度。

今時今日的香港面對眾多競爭亦能站

得住腳的原因是優質的服務質素及商譽。

Although Hong Kong faces strong competition nowadays, we still lead because of the quality of service and our reputation.

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《2012年商品說明（不良營商手法）

（修訂）條例》(《修訂條例》)已於2013

年7月19日實施。任何應用於貨品或服務

的虛假商品說明、誤導性遺漏、具威嚇性

的營業行為、餌誘式廣告宣傳、先誘後轉

銷售行為及不當地接受付款等不良營商

手法，都可能觸犯條例。有見及此，協會

於2013年8月9日就《修訂條例》進行

簡介會，邀請香港海關貿易管制處代表為

會員詳細講解，並設立問答環節，即場解

答會員對《修訂條例》的疑問，以釋除

會員對《修訂條例》的疑慮，加強會員的

警覺性及對條例的認識。

大部分參加者於問答環節中反應非常

熱烈，不斷就《修訂條例》作出相關的

提問。協會將於稍後將問答內容上載於

協會網頁。

另外，為了讓會員能更清楚了解有關《修訂條例》的常見的五種

不良營商手法，協會邀請了香港海關貿易管制處處長陳志強先生

聯同協會主席李應生先生，BBS，MH，JP及兩位委員＿余壽寧

先生，MH及陳家偉先生以問答形式分別拍攝了五段短片，希望

透過廣告的宣傳令會員及從事商業活動的同業能多加留意《修訂

條例》中的規定，以防觸犯法例。

The Trade Descriptions (Unfair Trade Practices) (Amendment) Ordinance 2012 (“the Amendment Ordinance”) came into effect on 19 July 2013. In view of this, the QTSA held a briefing session on the Amendment Ordinance on 9 August 2013. The briefing was given by representatives of the Trade Controls Branch of the Customs and Excise Department. Five types of unfair trade practices prohibited under the Amendment Ordinance were introduced and members were invited to give their views during the briefing session.

QTSA members participated enthusiastically in the Q&A session and raised many questions about the Amendment Ordinance. A summary of the Q &A session will be uploaded to the QTSA’s website.

Five videos will be produced to promote members’ awareness of the fair trading sections of the Amendment Ordinance and encourage their greater vigilance to prevent identified prohibited acts. The QTSA has invited Mr Chan Chi-keung, Head of Trade Controls, Customs and Excise Department, QTSA Chairman, Mr Tommy Li, BBS, MH, JP, Governing Council Member, Mr Homer Yu, MH and Mr Calvin Chan to participate in the video shoot.

Briefing Session on the Trade Descriptions (Unfair Trade Practices) (Amendment) Ordinance 2012

《2012年商品說明（不良營商手法）（修訂）條例》簡介會

Video shoot for the Trade Descriptions (Unfair Trade Practices) (Amendment) Ordinance 2012

《2012年商品說明（不良營商手法）（修訂）條例》短片拍攝

《修訂條例》的五輯短片的主題：

The five videos on the Amendment Ordinance will feature:

1 新修訂《商品說明條例》

Newly amended Trade Descriptions Ordinance

2 貨品和服務的商品說明

Trade Descriptions of Good and Services

3 誤導性遺漏 Misleading Omissions

4 有關餌誘式廣告 Bait Advertising

5 不當地接受付款 Wrongly Accepting Payment

協會將於稍後公佈五段短片的播放安排。

The QTSA will release playing arrangements for the video clips in due course.

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作為香港旅遊發展局的策略夥伴，優質旅遊服務協會一直與其緊密合作，致力宣揚優質旅遊服務的重要性及專注

提升會員的服務水平。為了進一步加強彼此間的溝通和合作，協會分別於2013年7月3日及9月6日與香港旅遊

發展局主席林建岳博士進行交流會議。協會主席李應生先生，BBS，MH，太平紳士及協會執行委員會的眾委員，

與林主席在一個氣氛融洽的環境下各抒己見，透過定期會面加強雙方之間的夥伴合作關係。協會委員與旅發局

主席互相交流意見，分享個人見解，成功藉此建立起一個直接且互動的交流平台。

As a strategic partner of the Hong Kong Tourism Board, the QTSA always strives to strengthen the communication and co-operation with the HKTB. Therefore, the QTSA had meetings with Dr Peter Lam, HKTB Chairman on 3 July and 6 September 2013. During these meetings, our Chairman, Mr Tommy Li, BBS, MH, JP, Governing Council member and advisers shared their views in a relaxing environment, the meetings were very successful and have helped to build an interactive and effective communication platform in order to enhance and strengthen the partnership between the QTSA and the HKTB.

交流會議Meeting with Hong Kong Tourism Board Chairman

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協會專訊 QTSA Headlines | QTSA NEWS 2013 4th Quarter

「數碼營銷必殺技」分享會 “Gain Insights from Winning e-Solutions” Seminar

由美國運通呈獻，香港旅遊發展局及優質旅遊服務

協會全力支持的「中小企數碼時代致勝之道培訓

系列」，首場主題為「數碼營銷必殺技」的研討

會在2013年7月30日假香港生產力大樓4樓會議廳

舉行。來自資訊科技界的嘉賓分享多個流動營銷的

成功經驗，剖析如何透過智能手機及其流動應用程式

帶動數碼營銷的商機。

分享會壓軸的討論環節由香港零售科技商會創會會長

及香港理工大學兼任副教授方健僑博士主持並由嘉賓

即時回答觀眾的提問，給予在場觀眾很大的啟發。

Green Tomato Limited助理市場經理余承羲分享了流動

營銷策略對現今中小企保持競爭力的重要性。

The Gravitas Group行政總裁朱偉傑先生指出智能手機

與數碼媒體有著不可分割的關係，企業應利用應用程

式的獨特性，從而加強與顧客的聯繫。

StampUp/Omnist ream行政總裁陳靜雅小姐指出，

中小企最重要了解自己品牌有什麼比人優勝的特點，

從而給予客戶最好的體驗。

Presented by American Express, and supported by the Hong Kong Tourism Board and QTSA, the “Gain Insights from Winning e-Solutions” Seminar of the “Small Business Goes Social” Training Series – was held on 30 July 2013 at the HKPC Building Conference Hall. Guest speakers from the IT field shared successful experiences of mobile marketing and analysis of how smart phones and mobile applications drive digital marketing opportunities.

The finale of the sharing discussion was hosted by Dr. Ken Fong, Founding Chairman of Hong Kong Retail Technology Industry Association and Adjunct Associate Professor of Hong Kong Polytechnic University and included a session for guests to answer the audience’ questions.

Mr Gilman Yu, CMO of Green Tomato Limited shared the importance of mobile marketing strategy for SMEs to remain their competitiveness.

Mr. Ricky Chu, CEO of The Gravitas Group pointed out that smart phones and digital media have an inseparable relationship. Enterprises should take advantage of the uniqueness of apps in order to enhance communication with customers.

Ms. Wendy Chen, Co-Founder and CEO of StampUp/Omnistream pointed out that SMEs should understand and let customers experience their best characteristics.

With the aim to provide an effective platform for management, trainers and leaders to gain a thorough understanding of corporate training, the QTSA organised the “Certificate in Corporate Training Professional”, presented by professional training consultants in order to enhance participants’ knowledge on corporate training. This eight day course covered topics such as how to give service from the heart, learning how to present products with a customer focus and quality services. These topics were

tailor-made for management and staff who are at trainer level. Upon completion of the Certificate in Corporate Training Professional course, graduates may move on to other top-up programmes, such as the Mini-MBA for Executives.

為有效提升會員商户管理及培訓人員

的優質服務專業水平，協會特別開辦

「培訓導師證書文憑課程」，並邀請

專業的培訓顧問及導師指導學員，以加

強他們掌握設計及教授企業培訓的方法

和技巧。為期8天的課程專門為管理及

培訓人員而籌劃，當中包括教授企業

培訓專業導師必備的條件﹑如何做到

從心出發的卓越服務，怎樣達致專業

銷售及優質服務等，務求令學員能從

經驗導師的指導下學習，並將所學到

的知識有效地應用於企業當中。完成

課程後，學員可銜接為期3天的「行政人員迷你MBA

課程」，以獲取培訓導師文憑。

培訓導師證書/文憑課程Certificate/Diploma in Corporate Training Professionals

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由美國運通呈獻，香港旅遊發展局及優質旅遊服務協會

全力支持的「中小企數碼時代致勝之道培訓系列」，

第二場主題為「零售及飲食服務的下一站: O2O 營銷接

地」的研討會在2013年9月17日假香港生產力大樓4樓

會議廳舉行，當日邀得多名社交媒體營銷專家及中小企

嘉賓分享他們的親身體驗及營銷手法。

香港零售科技商會創會會長及香港理工大學兼任副教授

方健僑博士建議利用社交媒體和網上銷售以助帶動人

流，這不但可避免高租金，而且亦能將商圈擴大。

• Facebook行銷經理林硯女士指Facebook的專頁功能

能有助商戶進行有效推廣。

• 創奇思有限公司行政總裁趙子翹先生指手機應用程式

對零售及飲食業界於市場中發展是一種實用的工具。

• Green Tomato Limited 市場總監莊芷坤小姐分享如何

利用不同的O2O導航及定位提高與客戶的接觸點。

• Nuthon IT Solution 董事杜振康先生指設計貼心的應用

程式能增加顧客的歸屬感。

• 浪漫一生婚紗攝影合伙人及香港婚禮業商會副主席

林軍先生分享他利用Facebook專頁，以分享愛情故事

的方式吸引更多顧客。

• 蜂策略董事總經理郭家俊先生講解分析網上數據以

掌握顧客喜好的重要性是成功的關鍵。

Presented by American Express, and supported by the Hong Kong Tourism Board and QTSA, the “Online-to-Onsite: The Next Big Thing for Retail & Catering” Seminar of the “Small Business Goes Social” Training Series – was held on 17 Sept 2013 at the HKPC Building Conference Hall. Guest speakers from the IT field shared their successful experiences with online marketing.

Dr. Ken Fong, Founding Chairman of the Hong Kong Retail Technology Industry Association and Adjunct Associate Professor of Hong Kong Polytechnic University suggested using social media and online marketing to avoid high rents in order to attract customers and expand the business district.

•Ms. Christina Lin, Account Manager of Facebook indicated that the function keys of Facebook are helpful for off-line promotion.

•Mr.JasonChiu,CEOofCherrypicksLimitedsharedthesuccessfulcases of retail and catering by using the utility - mobile apps.

•Ms.JacquelineChong,ChiefMarketingOfficerofGreenTomatoLimited shared how to leverage different digital channels and resources to maximise the touch points with customers.

•Mr. Leo To, Director of Nuthon IT Solution said an intimate app can increase a sense of belonging for customers.

•Mr.RoyLam,PartnerofRomanticLifeandVice-ChairmanoftheHong Kong Wedding Merchant’s Association highlighted how to use a Facebook page to help with marketing expansion strategies.

•Mr.KennethKwok,ManagingDirectorof Beehive Strategy introduced the importance of market analysis for social and mobile media.

“Online-to-Onsite: The Next Big Thing for Retail & Catering” Seminar「零售及飲食服務的下一站：O2O營銷接地」研討會

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為有效提升會員商戶在現今競爭激烈的市場上成功突圍、

贏盡商機的機會，協會於2013年8月5日假香港生產力大樓

4樓會議廳舉行「如何贏盡商機」研討會，並邀請通才顧問團

董事總經理李思明博士與一眾管理人員分享成功的關鍵。

是次研討會的內容得到參加者的高度評價，當中以李博士的

故事分享最受參加者歡迎。李博士生動有趣的演說以及與參

加者的互動，令全場氣氛進入高潮。在研討會結束後，部分

參加者表示對其他同類型的題目大感興趣，期望協會日後能

多舉辦同類型的研討會

「如何贏盡商機」研討會 “How to Win Business Opportunities” Seminar

All enterprises are now facing increasing operating costs as well as market competition becoming more aggressive. If enterprises are to see success and win business opportunities, they need to have a full marketing strategy in place achieve the best results. In light of this, the QTSA organised the “How to Win Business Opportunities” Seminar at the HKPC Building Conferences Hall on 5 August 2013, presented by Dr Jackia Lee, Managing Director of Holistic Consultants Ltd.

A large majority of the participants were very satisfied by the content covered in the seminar. The audience was very impressed with the stories shared by Dr. Lee. Moreover, the atmosphere reached a boiling point with Dr. Lee’s remarkable speech and the interaction of the participants. After the seminar, some participants showed an interest in other relevant topics and asked the QTSA to organise similar seminars in the future.

以下是「如何贏盡商機」研討會的重點Below are some of the highlights on how to win business opportunities

突破範式的五大心法改變習以為常的思考模式和行為

Change current thinking patterns and behaviour through

five paradigm shifts.

倍大法：如擴大產品功能，一物多用

Magnification: Such as expanding product features.

破格法：打破產品原來功能或規格，給予耳目一新的感覺

Unconventional method: Break down the product’s

original features and specifications to give a fresh feeling.

合併法：增強配套，造多元化的結果

Consolidation Act: Enhancement of supporting to

make diversification results.

細緻法：將每個生產程序都仔細處理，務求達致完美

Meticulous method: Each production process is

carefully managed in order to attain perfection.

突出法：為產品或服務塑造特點使之從市場中突圍而出

Prominent law: Create a product or service and make it

stand out from the market.

五大贏盡顧客與商機的要素Five suggestions to win new customers and business opportunities

為自己增值：提升個人內涵及將知識層面擴闊

Value-added to yourself enhancement: Improving personal

depth and broadening individual knowledge

為員工增值：掌握多方面知識，給予顧客信心

Value-added to your staff development: knowledgeable:

Mastering different aspects to give customers’ confidence

為產品增值：於銷售及服務上創造獨有的亮點

Value-added to your product quality: Creating higher

standards in sales and service

為顧客增值：提供全方位的關顧，比他們預期做得更多

Value-added to your customer bonding: Provide a higher

level of customer care than what is expected

為公司增值：為公司打造及建立優質的品牌形象

Value-added to your company’s image: Building the brand

and image of the company

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現今商業社會競爭激烈，要在云云服務員中突圍而出

不能單靠出色的演說技巧。唯有按客人的不同性格制訂

服務及銷售策略才可成功交易。

思維解讀可從九型人格入手。瞭解人的性格特徵、行為

語言、價值觀和注意力焦點就能與不同的人建立和諧

關係。將九型人格與服務及銷售技巧結合，針對客戶類

型提供優質的服務。

譬如兩位性格迴異的顧客，一位黑白分明，另一位優

柔寡斷。要以同一套說詞成功向他們銷售產品是不可

能的，但只要就兩位顧客的性格作游說就能成功銷售。

第一位顧客是九型人格中的第一型--完美型。他們能

長久保持同一姿勢，說話直接，語速慢，且傾向將訊息

重覆。他們的口頭襌有：應該、不應該；對、錯；不；

規矩。

與他們溝通要措辭精簡，切忌含糊。第一型顧客傾向

批判，故推銷產品時應將批判說話化為正面建議，最後

清楚說明產品資料，引導他們作雙贏決定。

第二位顧客是九型人格中的第六型--忠誠型。第六型

顧客與人相處時會拉緊肌肉，說話喜歡轉彎抹角。他們

的口頭禪是等等、讓我想一想、不知道、唔⋯這類猶豫

詞彙。

服務員需熟讀產品目錄及資料，為第六型顧客提供清晰

的指引，減低他們的焦慮。被質問時應友善地回答，

以真誠的態度贏得他們的信任後便能輕易的向他們銷售

產品。

由此可見，按顧客的性格及思維採取合適的策略是成功

銷售的關鍵。只有針對性的銷售策略才能打動顧客，

增加銷售的成功率。

很多人都以為九型人格非常複雜，但其實只要多觀察

顧客，並按九種人格分類，九種人格、九套說詞必會令

你在服務及銷售的路上無往不利。

文章由譽傑管理顧問有限公司董事總經理馮志民博士提供

註：筆者將主持由優質旅遊服務協會於十月二十九日舉辦的「思維

解讀 – 卓越服務及銷售技巧提昇」研討會

The commercial world nowadays has increasing competitions; without outstanding presentation skills, one is difficult to stand out from his competitors. Yet, excellent presentation skills cannot ensure your success. Every customer has different personality, as an excellent servicing staff, you need to read the mind of different customers and adopt servicing and selling strategies accordingly to make the deal.

To read customers’ minds, you can start with Enneagram. Through understanding people’s characteristics, behaviour, language, values and attention focus, you will learn to get along well with people and establish a harmonious partnership. Combining Enneagram with servicing and selling skills can not only allow attendants to better understand themselves and their competitors, but also to choose the most suitable servicing and selling strategy to cater different customers’ needs.

A simple example, you are now facing two customers of different personalities; one is righteous and fair while the other is indecisive and obedient. Using the same speech to persuade them is impossible! However, if you prepare your speech according to their personalities, selling your product would be much easier.

For example; the first customer belongs to the first type in Enneagram – The Reformer. Reformers can stay the same pose for a long period of time; they look strict and seldom smile. They speak relatively slowly, directly without modification, and tend to repeat messages multiple times in a conversation. They always say phrases like “Should”, “Shouldn’t”; “Right”, “Wrong”; “Not” and “Rules”.

When communicating with reformers, always remember to be concise and precise. Reformers enjoy a straight-forward conversation. Attendants need to prepare for the criticisms from them; therefore, reframing criticisms into positive suggestions is crucial during the servicing and selling process. Product facts and figures should also be presented clearly to guide the Reformers to make a win-win decision.

In contrast, the second customer is of the sixth type – The Loyalist. Loyalists tend to tighten their muscles when communicating with others; they may evade eye-contacts or stare people straight into the eyes. Loyalists like to talk in circles without mentioning the subject. Their mantras are “Wait”, “Let me think”, “Don’t know”, “Hmmm…”, and other signs of hesitation.

Facing them, attendants need to memorize the catalogue and product information to provide loyalists with clear and massive amount of product details to relief their anxiousness. Attendants should be genuine to win their trust, stay friendly when being questioned and help them find the answer. After gaining Loyalists’ trust, selling products would be easy.

From the above examples, we can see that the key to successful selling is to match different servicing and selling strategies with customers’ personalities and mindsets. Mismatch of servicing and selling strategies and personality could be disastrous. Only appropriate servicing and selling strategy could successfully persuade customers and greatly enhance the success rate.

Many believe that Enneagram is complicated, yet all you need to do is to observe more in your daily life and classify your observations into types. Nine types, nine speeches would definitely show you the pathway to success.

Article contributed by Dr. Raymond Fung, Managing Director, Famous Talent LimitedNote: The author will host a seminar of “Mind Reading – Service and Selling Skills Enhancement”, which is organized by the QTSA on 29 October.

思維解讀–卓越服務及銷售技巧的提昇Mind Reading – Service and Selling Skills Enhancement


培訓顧問專欄 Training Consultant Column

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業界掠影 Industry Express | QTSA NEWS 2013 4th Quarter

在香港這個「美食天堂」展開一個月的美味旅

程！10月31日至11月3日，美國運通香港美酒

佳餚巡禮率先帶來一場結合環球美酒佳餚、美景

及音樂的完美盛宴。美食區的嘉年華，讓您嘗

遍特色美食。您還可以參加美酒展、美酒美食

主題興趣班與專題遊等精彩活動。一起在這個

「亞洲國際都會」體驗無盡美味！詳情請瀏覽

www.DiscoverHongKong.com。

香港的中秋節，新舊元素碰撞，處處充滿驚喜！今年在維多利亞公園「one2free

綵燈大觀園」展出的的巨型綵燈「悅滿中秋」，高10公尺，由7,000個舊寶特瓶製

成，並連接LED燈營造出視覺效果，配合音樂匯演，吸引了大量旅客參觀。在大

坑，則有近300人舞動長達67公尺、插上逾萬枝線香的火龍，展現這個百年習俗的

生命力！同時全港多處亦舉行了中秋綵燈會，讓旅客與市民歡聚同慶佳節。請瀏覽

www.DiscoverHongKong.com/MidAutumn/tc 看看「悅滿中秋」的照片及查閱更多詳情。

Here in Hong Kong we celebrated the Mid-Autumn Festival in a blending of tradition and

innovation. During the week-long celebration, visitors revelled in the glow of the ‘Rising Moon’, a giant contemporary lantern structure at the one2free Lantern Wonderland in the Victoria Park. Ten metres in height, Rising Moon had a surface constructed from 7,000 recycled water bottles, with LED bulbs to mimic Chinese paper lanterns and create different light effects. Another highlight of the festival was the Fire Dragon Dance in Tai Hang where visitors came face to face with a fiery ancient ritual as a 67-metre dragon wended its way in fire, smoke and fury with a whopping 300 performers and 72,000 incense sticks. There were also a host of lantern exhibitions and carnivals across the city. Check out photos of Rising Moon and more information at www.DiscoverHongKong.com/MidAutumn.

Hong Kong Mid-Autumn Festival香港中秋節

American Express Hong Kong Wine & Dine Month美國運通香港美酒佳餚月 2013年10月31至11月30日

31 Oct – 30 Nov 2013

The much anticipated American Express Hong Kong Wine & Dine Month returns for 31 days of epicurean events across the city. The big hitter of the month is the ever-popular American Express Hong Kong Wine & Dine Festival from 31 Oct – 3 Nov, a four-day feast for foodies to sample hundreds of wines and savour dishes from some of Hong Kong’s top chefs. Each weekend, the city’s dining hotspots will be throwing carnivals packed full of food and drink promotions, and food and wine appreciation seminars, cooking classes and themed tours for one jam-packed culinary calendar in Asia’s world city! Find out more at www.DiscoverHongKong.com.

The impact of the amended Trade Descriptions Ordinance was much greater than many had expected. The objective of the amendment was to crack down on “false trade descriptions in respect of services made in consumer transactions”, ‘misleading omissions”, “aggressive commercial practices”, “bait advertising”, “bait-and-switch” and “wrongly accepting payment”. The retail trade, which is largely law-abiding, is supportive of the initiative as it was meant to help uphold our reputation as a trustworthy shopping destination.

Despite the good intentions, the amendments have left many grey areas and have introduced restrictions that are felt by law-abiding businesses and it is no exaggeration many describe the amendments as “Article 23 for the retail trade”.

Less than a month after the law was passed, the retail trade was thrown into disarray and confusion. Brand and product names such as “wife’s cake”, “pineapple bun”, “hairy crab from Yangcheng Lake” and “macaroni in abalone and ham broth” etc could potentially infringe the new provisions. For products with a limited supply, retailers could be accused of “bait-and-switch” if an alternative is offered after the original product is sold out. Marketing slogans such as “lowest price”, “guaranteed to be effective”, “lowest price on the street”, “all goods are on sale from 90% discount” etc could potentially be considered as breaching the law. Changes will be inevitable across the retail trade.

Officials have repeatedly given reassurances that if it was proven that the retailer concerned did not breach the relevant provision with intention, no legal proceedings will be instigated but given the heightened consumers’ rights nowadays the new law will definitely boost the number of complaints. The Consumer Council, on the other hand, only releases figures of complaints rather than those that are valid and this could mislead the public and damage the reputation of the trade.

I fully appreciate the concerns of the trade and will therefore organise a briefing on 3 October inviting representatives from the Consumer Council and the Commissioner for Customs & Excise to address any concerns the trade may have. Since we will not be able to accommodate everyone who is interested to attend the briefing, a video recording will be produced and distributed to those in the trade and members of the Quality Tourism Services Association who have registered their interest on the briefing.

剛於7月19日生效的《2012年商品說明（不良

營商手法）（修訂）條例》，對零售行業影響

之大，相信是許多同業始料不及的！因為立法

原意是打擊不良的營商手法，保障消費者免受

商戶以「就服務作出虛假商品說明」、「誤導性

遺漏」、「具威嚇性的營業行為」、「餌誘式廣

告宣傳」、「先誘後轉銷售行為」及「不當地

接受付款」等手法進行了不情願的消費。由於香

港絕大部分的零售商都是守法商人，根本不會進

行上述不當的銷售行為；加上要維護購物天堂和

商界的優良聲譽，大家基本上都支持透過立法

以打擊害群之馬。

可是立法原意雖好，但細節卻過緊和出現許多

灰色地帶。即使是守法商人，他們的經營空間亦

勢將受到限制，或無辜跌入法網，令香港的營商

環境愈來愈困難！因此，稱這條新法例為「零售

行業23條」相信亦不為過。

法例生效不足一個月，上述六項被定為禁止的

行為已經令業界無所適從，尤其食品名稱隨時會

觸犯「誤導性遺漏」的條文；而限量銷售的商品

售罄後推銷其他商品，也有機會觸犯「先誘後轉

銷售行為」；宣傳語句，如「最低價」、「保證

有效」、「平通街」、甚或「全店貨品一折起」

等等，都有可能「踩界」，令不少業界憂慮。

因此，有些商戶只好在名稱、廣告和宣傳語上進

行調整。

儘管官員重申，如能證明商戶並非存心作出有

關行為，政府是不會檢控的。但是在消費權益

高漲的今天，法例定必導致消費投訴增加。而

消費者委員會宣佈投訴數字時，只公佈接獲的宗

數，並沒有公佈有多少宗成立的投訴，這不但存

在誤導，也有損香港零售行業的形象。

本人了解同業對這條例的關注，特別在10月3日

舉辦簡介會，並邀請海關關長和消費者委員會

代表出席，解答各位同業對新法例的疑問。

由於座位有限，可能未能滿足到同業的需求，

因此，我會將簡介會進行錄影，然後製作光碟送

予同業，優質旅遊服務協會的會員，可以透過商

會進行登記。希望此舉，能讓同業更了解條例，

便利營商。

方剛議員, SBS, 太平紳士The Hon Vincent Fang, SBS, JP

立法會批發及零售界議員之見Comments from the Legislative Council Member, Wholesale and Retail Functional Constituency

睿智之言 The Insights | QTSA NEWS 2013 4th Quarter

修訂商品說明條例 — 零售行業23條！Amended trade descriptions law draconian

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「靠得住」2000年開業至

今榮獲多項殊榮，其位於

灣仔克街的總店更連續3年

被選為米芝蓮推介食肆，

其品牌的由來亦有一個

鮮為人知的故事。據說

一次一班釣魚好友忽

發奇想，將魚穫用來熬湯然後煲粥，卻駭然發現使

用魚湯的粥底超出預期地美味。如此意外地煮出一

道美食，友人不禁問：「這真的靠得住嗎？」答案

最終變成今天馳名中外的魚湯靚粥專門店「靠得住」

的店名。

作為太興飲食集團旗下品牌之一的靠得住，太興營運

總經理何小鋒先生表示他們從店舖選址、食物的質素、

用料、新鮮程度、服務、管理及經營都做到一絲不苟，

不但用心，而且有所追求。以靠得住鎮店三寶之一

的「鱔球黃沙豬膶粥」為例，粥底不單挑選了6種鮮

魚，而且使用超過40斤的鮮魚熬製4小時，變成濃湯後

再加入2種口感不同的白米煲粥，雖然工序繁複，但為

了令顧客所吃到的都是最鮮美，食品的調味料及煮法，

靠得住都有其特定的標準，新鮮的食材配以特定完善

的監督，令靠得住的食物質素得以保持在高水準。

為了確保提供的服務都是最優質，何先生表示他們投放

了很多資源於人才管理。不同崗位的員工在初入職的

時候都必須接受相應的職前培訓，當中的導入課程，

有助員工深入了解公司，從而建立共同價值觀。至於

在2006年建立的「資歷架構」，可讓員工透過考試得到

晉升機會，這不但可培育員工正面的工作心態，同時

能提升他們的技術及服務技巧。靠得住成為優質旅遊

服務協會的會員後，員工獲安排參與協會舉辦的培訓

服務及研討會，藉以提升他們的服務質素。

談到近年餐飲業所面對的挑戰，何先生指他們有一個

很強的經營理念，由品質、服務、環境三個方面不斷

優化提升，同時善用生產設備，改善工作流程，以提升

效益，保持競爭力。所以，縱使香港現時面對「三高」

（人工高﹑租金高﹑原材料價格高）這艱巨的挑戰，

亦能較從容面對。加上，成為「優質旅遊服務」計劃認

證的商戶不但可提高靠得住優質食肆的形象，同時亦

能有助吸引更多外地旅客，將香港地道多元飲食文化

宣揚到世界不同角落。

Congee King has won several awards since its opening in 2000. Its flag ship restaurant, in Heard Street, has been rated by Michelin as a recommended restaurant for three consecutive years. The origin of the brand is a little-known story. It has been said that a group of friends who love fishing had the idea to use the fish they caught to make congee and found that the congee was unexpectedly delicious. Because of this coincidentally result, the friends could not help but ask, “Is this really true?” Finally the answer became the name of today’s famous fish soup congee shop - Congee King.

As one member of the Tai Hing Catering Group, Mr Bosco Ho, the General Manager of Tai Hing Operations said the choosing of the restaurants location, materials, service, management and operations have been done meticulously. Take one of the signature dishes from Congee King as an example – “Pig Liver & Eel Fish Balls Congee”, its congee base selects six kinds of fresh-fish and uses more than 40 catties of fresh fish which are stewed for four hours to make the pottage, then two different kinds of rice are added to the pottage to make the congee. Although the process is complicated, the food seasoning and cooking method have to meet specific standards, in order to make the most delicious congees for customers. With fresh ingredients and specific supervision system in place, the quality of Congee King can be maintained at a high standard.

Mr. Ho said that they invested a lot of resources into talented management ensuring the highest quality of services. Employees must attend the appropriate pre-employment training when they are starting their job. For example, the introduction course helps employees understand the company in order to establish common core values. Moreover, the “Qualifications Framework” which was established in 2006 gives employees the opportunity to be promoted if they pass the exam, which will not only foster employees’ positive working attitude; it also enhances their technical and service skills. Besides, as a member of the QTSA, the staff enjoys the benefit of participating in the Association’s training services and seminars to enhance their quality of service.

When it comes to the challenges faced by the restaurant industry over recent years, Mr. Ho indicates that they have a strong management principle to ensure the quality, service and dining environment which can be constantly improved. While leveraging production equipment, they are continuously improving working processes to upgrade efficiency and to remain competitive. Therefore, even though they are facing “three highs” (high pay, high rent and high raw material prices), they still can overcome the challenges. Moreover, Congee King has been accredited by the QTS Scheme, it improves the quality image of its restaurants, and also helps to attract more foreign visitors thereby promoting Hong Kong’s diverse food culture to all corners of the world.

會員搜畫 Member’s Profile | QTSA NEWS 2013 4th Quarter

Interview with Congee King會員專訪：靠得住

--- 16 ---

會員搜畫 Member’s Profile | QTSA NEWS 2013 4th Quarter

The Popular Book Company began business in Hong Kong by opening a bookstore here in the early 1960s. There are now over 140 shops in Hong Kong, Singapore and Malaysia offering a ‘one-stop’ service to customers looking for books, music and movies. Ms Iris Lok, Group Director of the Popular Book Company said, “When guests enter our stores they are delighted to find a wide range of cultural products on offer.”

The Popular Book Store took notice of the rising popularity of portable electronic devices and established an e-book business. Although e-books have become more popular nowadays, Ms Lok thinks that actual book stores cannot be replaced. She understands that many of her customers enjoy browsing books from shelves of a bookstore and therefore the Popular Book Company endeavors to create a better shopping experience for its customers.

The Company takes staff training seriously and organises a series of training courses for its employees. New employees are trained in the knowledge and skills to handle the daily operations of the company within the first three months; this helps them gain a better understanding of the working environment. The Company recognises the importance of training employees to provide quality service to customers and focuses on three areas: customer service, team building and leadership skills. In addition, the Popular Book Company is a member of the QTSA and often participates in workshops and training programmes organised by the Association.

The Popular Book Company faces many challenges ahead, including rising rental and management fees; consequently it is proving difficult to develop the business. To address these problems, the Company offers a wide range of cultural products to attract different types of customers, trains staff to be helpful and provides a comfortable shopping environment.

Accreditation to the Quality Tourism Services Scheme has brought many positive consequences for the Popular Book Company, not least of which is the affirmative effect on staff morale. The Scheme is also helping enhance and improve the training structure. Overall, the Popular Book Company can now provide a better service quality to every customer.

大眾書局早於60年代便於香港經營書店，現時於香港、

新加坡及馬來西亞已有超過140間直營鋪。它是一間

以「一站式」模式經營的大型文化產品零售店，大眾

書局董事駱巧明小姐說：「當客人走進大眾書局，

大部份文化產品都能在此找到。」

現今數碼化的年代，大眾書局明白到發展電子書籍的

趨勢，因此亦有開始建立電子書籍的業務，如電子

食譜。雖然電子書籍愈來愈普及，但駱小姐卻認為：

「實體書店是有其生存價值，不能完全被取替。」

她明白到很多顧客著重的是購買的過程和感覺，因此

大眾書局會透過員工為客人製造優質的購物體驗。

在員工培訓方面，大眾書局設有一系列的培訓課程予

不同職位的員工。初入職的員工在首三個月會進行

一些與認識公司及日常操作有關的培訓，使新員工可以

更快更易熟悉工作的要求和環境。當中培訓員工提供

優質的服務予顧客亦是重要的一環，當中的三大範疇

包括：顧客服務、團隊的建立、領導能力。加上成為

優質旅遊服務協會的會員後可定期參與協會所舉辦的

專業培訓課程，在大眾書局及協會的配合下定能達到

相得益彰的效果。

駱小姐坦言，現今租金及管理費高昂的經營環境的確

較難發展，面對這些挑戰，大眾書局從貨品及店舖環境

著手 – 提供多元化的文化產品，吸引不同類型的顧客

並在他們心目中建立一個貨品多元化的形象；培訓員

工對顧客給予適切的幫助；提供舒適的店舖環境用以

抗衡高租金及通脹的問題。

自得到「優質旅遊服務」計劃的認證後，對大眾書局

有絕對正面的影響。在員工方面，此計劃可帶出一種

自我肯定的訊息及作用；在管理層面方面，計劃令大眾

書局有一個更清晰的目標，可加強對員工進行結構性的

培訓，從而令大眾書局為每位顧客提供更優質的服務。

會員專訪：大眾書局Interview with Popular Book Company

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活動日期地點　Event Date Venue

「思維解讀卓越服務及銷售技巧提昇」研討會

美國運通呈獻：中小企數碼時代致勝之道培訓系列「如何善用雲端計算與Mobile App促進中小企業生產力」研討會

「思維解讀二極速銷售法」研討會

2013年10月29日 (星期二)

2013年11月12日 (星期二)

2013年11月26日（星期二）

九龍塘達之路78號香港生產力大樓4樓會議廳



Conference Hall, 4/F, Hong Kong Productivity Council Building, 78 Tat Chee Ave, Kowloon Tong



“Mind Reading – Service and Selling Skills Enhancement” Seminar

American Express presents: “Small Business Goes Social” Training Series – “Empowering the Productivity of SME through Cloud and Mobile Tools” Seminar

“Mind Reading 2 - Speedy Sales” Seminar

29 October 2013 (Tuesday)

12 November 2013 (Tuesday)

26 November 2013 (Tuesday)

QTSA會繼續為您呈獻更多精彩活動！請密切留意本會網站www.qtsa.com。Please stay tuned for other activities brought to you by QTSA. For latest information, please visit www.qtsa.com!

* 本會保留活動最終更改權 QTSA reserves the right to update the event schedule.

優質旅遊服務協會熱線QTSA Hotline:

2807 6280www.qtsa.com

會訊 NEWS 4th Quarter

2013 第 4 季

Documents

Sharing of Business Elites 2013 - QTSA · The “10-year QTS Merchant Recognition” award established by the HKTB is an acknowledgement of the continuous efforts of accredited merchants