Page 27 - Retailers_Spring_2012

Snapshots on Workshops

工作坊花絮

推動零售新人類

維持市場競爭力，企業要擁有一隊具凝聚力及高效能的團 隊。 然而零售業的員工年齡差距較大，如何有效推動團隊， 對管理層是一項挑戰。

協會於2012年2月29日舉辦了「推動零售新人類」工作坊， 幫助參加者了解不同年代員工之心態與特質，並教授如何有 效處理員工衝突，以建立高效率的服務團隊。 導師施培英女 士以短片、剪報及實例，探討時下青少年的心境與態度，並 透過交流和討論，讓參加者互相分享推動員工的有效方法。

優質服務全面睇

優質服務，是香港作為國際購物天堂的基石及重要優 勢。 為加強本港零售從業員的顧客服務水平，協會於 今年3月8日舉辦了「優質服務全面睇」工作坊。

資深培訓導師馬永基先生，向零售管理人員分享如何 推行全面優質顧客服務，透過個案分享及分組討論， 讓他們掌握如何運用實務的管理知識，向同事進行有 效的指導，為顧客提供優質的服務。

Inspiring and Motivating a Team of Post 60s to 90s

To stay competitive in the market, maintaining a harmonious and efficient team sharing a common goal is crucial. It is always a daunting task for retail management to cultivate teamwork since staff members are from different age groups.

On 29 February 2012, the Association organized a workshop on “Inspiring and Motivating a Team of Post 60s to 90s”, aiming to help managers to build an outstanding service team. Workshop trainer Ms. Vicky Si used video, news clippings and real life examples to illustrate mindset of youths at different age groups, and gave practical tips to resolve conflicts among employees.

All-rounded Customer Service Excellence

As an international shopping paradise, Hong Kong is renowned for its service excellence. To uplift the overall service level of the retail industry, the Association organized the “All-rounded Customer Service Excellence” workshop on 8 March 2012.

Mr. Paul Ma, a seasoned trainer shared with retail managers the key to achieve total customer satisfaction in this challenging marketplace. Through cases sharing and group discussion, participants were briefed on effective approaches as well as practical tips for coaching staff in delivering quality customer service.

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