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Supplementary Information
Seminar 8 - Module (IV) Customer Relations and Services
Supplementary Reading:
The True Cost of Losing a Customer – By Aaron Pederson
– Infographic, 2017-10-12
– https://www.linkedin.com/pulse/true-cost-losing-customer-aaron- pedersen
伺服器冧檔網上服務一度癱瘓 國泰認衰致歉 – 東網 2018-06-03
– http://t.cn/RB36rph
[空頭機票]凱富旅行社被停牌 旅議會接 60 宗投訴 – 頭條日報 2017-12-20
– http://t.cn/RB3KcXJ
活龍蝦換成死蝦食客險變「水魚」
– 星島日報 2016-01-28
– http://std.stheadline.com/yesterday/loc/0128ao08.html
McDonald's Faces Declining Sales In Asia After China Food Scandal – By Trefis Team Contributor, Great Speculations
– Forbes, 2014-09-13
– https://www.forbes.com/sites/greatspeculations/2014/09/11/mcdonalds- faces-declining-sales-in-asia-after-china-food-scandal/#24d5075e6de1
員工蹲後巷以路邊積水洗碗 大馬餐廳道歉：新來的不懂 – 頭條日報 2018-06-05
– http://t.cn/RB39Tba
Etiquette & Engagement: Tasteful
– The Ritz Carlton Leadership Center, 2016-01-22
– http://ritzcarltonleadershipcenter.com/2016/01/etiquette-engagement- tasteful/
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Teachable Moment: Cleanliness
– The Ritz Carlton Leadership Center, 2016-09-08
– http://ritzcarltonleadershipcenter.com/2016/09/teachable-moment- cleanliness/
Smells Like Vacation
– By Cynthia Drescher, Places
– Furthermore by Equinox, 2016-10-21
– https://furthermore.equinox.com/articles/2016/10/hotel-scents
機場美食廣場優化 全日營業 – 東網 2018-05-04
– www.orientaldaily.on.cc/cnt/news/20180504/00176_084.html
Build Customer Loyalty and Command a Premium: The Four Seasons, Nordstrom Way
– By Micah Solomon, Contributor – Forbes, 2015-07-01
– https://www.forbes.com/sites/micahsolomon/2015/07/01/charge-more- money-command-more-customer-loyalty-lessons-from-four-seasons- and-nordstrom/#1a1f8db93334
容記小菜王爆懷疑食物中毒個案 – 東網 2018-05-12
– http://orientaldaily.on.cc/cnt/news/20180512/00176_072.html
筆下風雲：香港勝在懂變通 – By 程萬里
– 東網 2018-04-17
– http://www.orientaldaily.on.cc/cnt/news/20180417/00184_005.html
九龍香格里拉空調未恢復正常 – 東網 2018-06-22
– http://www.orientaldaily.on.cc/cnt/news/20180622/00176_071.html
Etiquette & Engagement: Concise
– The Ritz Carlton Leadership Center, 2015-10-30
– http://ritzcarltonleadershipcenter.com/2015/10/etiquette-engagement-
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concise/
How Ritz-Carlton and Four Seasons Empower Employees And Uphold Customer Service Standards
– By Micah Solomon, Contributor – Forbes, 2013-10-28
– https://www.forbes.com/sites/micahsolomon/2013/10/28/four-seasons- and-ritz-carlton/#2a4430274d22
Four Seasons' Customer Service: Consulting The Systems Behind The Click Of A Hotel Door
– By Micah Solomon, Contributor – Forbes, 2013-11-17
– https://www.forbes.com/sites/micahsolomon/2013/11/17/secret_shoppin g_four_seasons/#79028f2d3f38
Mission and Guided Principle, Mandarin Oriental Hotel Group Corporate Website
– https://www.mandarinoriental.com/about-us/mission/
Vision and Mission, Shangri-la Hotels and Resorts Corporate Website – http://www.shangri-la.com/corporate/about-us/shangri-la-culture/our-
vision-mission/
Service Culture
– Four Seasons Hotels and Resorts Homepage
– https://www.fourseasons.com/about_four_seasons/service-culture/
For Customer Service Week (CS Week): 26 Ways Customer Service Can Misfire
– By Micah Solomon, Contributor – Forbes, 2015-10-05
– https://www.forbes.com/sites/micahsolomon/2015/10/05/for-customer- service-week-26-ways-your-customer-service-can-go-
bad/#639f17411594
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Supplementary Videos:
We Are Four Seasons
– https://youtu.be/lzq78MIkT2s
Quality Standards:
International Organization for Standardization – https://www.iso.org/home.html
Six Sigma Awards
– https://www.isixsigma.com/community/awards-and-standards/
Malcolm Baldrige National Quality Award
– https://www.nist.gov/baldrige/baldrige-award
Quality Tourism Scheme, Hong Kong Tourism Board
– http://www.discoverhongkong.com/eng/plan-your-trip/qts- scheme/index.jsp
Hong Kong Q-Mark Service Scheme, Hong Kong Q-Mark Council, Federation of Hong Kong Industries
– www.qmark.org.hk/en/q_mark_service.html
Hong Kong Management Association Quality Award – www.hkma.org.hk/qa/app_pro_chart.htm
Activity 1:
快運取消下周 18 航班 飛日韓 3000 客受影響 – 頭條日報 2017-09-30
– http://t.cn/RB3K9FW
香港快運東京返港 3 度延誤共 21 小時 旅客通宵撲酒店 – 星島日報 2016-01-28
– http://t.cn/RB3NxE6
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Our Commitment, HK Express Website
– https://www.hkexpress.com/en-hk/Community_Care/Our_Commitment
Organizations’ Websites:
New World Hotels & Resorts Website https://newworldhotels.com/en/
Michelin Star Awards
https://guide.michelin.com/hk/en/hong-kong-macau
Muji Hotel Shenzhen, designed by Ryohin Keikaku, managed and operated by Shenzhen Shum Yip Hotels Management Co., Ltd
https://hotel.muji.com/shenzhen/en/
Afternoon Tea at The St. Regis Bar, St. Regis Bangkok http://www.stregisbangkok.com/fb_bar
Petrus, Island Shangri-la Hong Kong http://www.shangri-
la.com/hongkong/islandshangrila/dining/restaurants/restaurant-petrus/
Starbucks Coffee Masters in their Black Apron
http://www.starbucks.com.hk/coffeehouse/coffeemaster-program
Gold Standards
The Ritz Carlton website
www.ritzcarlton.com/en/about/gold-standards
Useful Website:
QTSA e-learning Platform http://elearn.qtsa.com
