Quality Service in Action for Today’s Hong Kong Market

This training programme is especially designed for leaders and managers who are responsible
for leading frontline teams and delivering customer service, such as:

• Department Managers
• Operations Managers
• Service Managers and Supervisors
• Branch/Store/Outlet Managers and Supervisors
• Training Managers
• As well as high-performers aspiring to leadership roles

By the end of the programme, participants will be able to:

• Articulate a compelling business case for service excellence which addresses Hong Kong’s
  unique competitive landscape
• Diagnose and resolve service delivery issues
• Adopt a dynamic, customer-centric leadership approach to inspire and motivate teams
• Cultivate a service excellence mindset and empower teams to deliver on-brand service experiences
  that engage and win customers

• Gain insights from real-world examples of customer service transformation that are applicable
  to Hong Kong environment.
• Acquire practical tools to uncover the root causes of service breakdowns and resolve critical
  pain points.
• Uncover opportunities to drive service innovation and continuous improvement.
• This workshop is a rare and valuable opportunity for like-minded Service Leaders to share
  experiences, develop solutions to distinguish your organization’s competitive advantages; and,
  together, elevate Hong Kong’s unique service excellence.

• The Important Role of Psychology in Leading Service Teams
• Empowering and Energizing Frontline Teams
• Driving Service Transformation
• Building Service Excellence Moments and Memories
• Sustaining Your Organization’s Brand while Adapting to Market Changes
• Developing Long & Short-term Brand Strategies to Promote Sales
• Winning Customer Loyalty with “On-brand” Service Experiences

Amito Li
Amito is a young Learning & Development consultant with diverse working experience and is
known for exceptional skills in needs discovery, client servicing, and project team management.
Her corporate clients range from pharmaceuticals, to technology, insurance, investment banking,
airlines, telecommunications, Fintech, startup incubation, property development, hotel,
manufacturing, etc.
Amito is tech-savvy and uses a logical approach in facilitating training sessions that are inspiring
and practical.

Eva Lo
Eva is an internationally experienced and multi-awarded Trainer & Consultant, specializing in
brand-based customer service and business communication. She has built a successful track
record helping clients achieve outstanding business results, in key industries such as banking,
5-star hospitality, luxury brand retail, as well as government and NGO’s.
Eva promotes international best practices and cross-cultural awareness, drawing from her
extensive work in many countries and cultures, including Hong Kong & Mainland China, Singapore,
Malaysia, Thailand, Canada, and United States.
Eva is a lively and engaging speaker and is frequently invited to speak at business events. Her
workshops are fun, interactive and practical, with immediate and enduring impact.

Ivy Leung
Ivy is a leading expert in Total Quality Management and Talent Management in Hong Kong,
recognized for her significant contributions to organizational transformation, employee experience
and operational excellence. With extensive leadership experience across FinTech, hospitality,
petrochemicals, and luxury retail, she focuses on managing performance results while emphasizing
brand development and workforce enhancement.
Ivy possesses extensive expertise in designing, refining, and implementing Vision, Mission, Core
Values, and Brand Promises, resulting in impactful outcomes. Her background in customer service,
along with her proficiency in Training & Development, fosters service excellence across organizations.