Corporate

Catering Service
Fairwood Holdings Limited

Training objectives

• Improve front-line staff’s service quality toward elderly customers
• Formulate elderly friendly policy, service flow and facilities

Training content

• Customize the simulation experience staring from ordering, food taking and eating
• Role Play: Enable staff to transfer empathy into real serving skills
• Review: Enable management & front line staff to review the elderly friendly policy and facilities for restaurant together

“After this training workshop, I will lead as an example to cater the need of senior customers”

Store Manager

Participants agree that they have better understanding of the physical and mental challenges of the elderly

Participants agree that they have increased respect, patience and empathy toward elderly

物業管理及商場
領展資產管理有限公司

Training objectives

• Improve front-line staff’s service quality & empathy toward elderly customers
• Review and enhance the elderly friendly service and facilities of shopper malls

Training content

• Customize the simulation experience in 3 shopping malls
• Design tasks according to the daily needs of elderly customer such as asking for directions and barrier-free facilities
• Role Play: Elderly instruction act as customer and request front line staff to lively handle emergencies by applying empathetic mindset
• Summary: Summarize the learning into simple theory and reapply in daily work

“I will listen to senior customers and offer help to them actively.”

Frontline Staff

Participants agree that they have gained knowledge on how to build elderly-friendly arcades

Participants agree that they have increased their respect and empathy toward elderly

運輸及公營服務
香港鐵路有限公司

Training objectives

• Review and enhance the elderly friendly facilities of stations
• Brainstor and design new ideas for improving elderly customer’s travel experience

Training content

• Customize the simulation experience in Kowloon Station
• Design tasks according to the travel experience of elderly customer such as shopping, ticket buying, gate and train entering
• Summary and design thinking workshop: Brainstorm new ideas instantly and design the blueprint of elderly friendly railway

“We have gained a lot of insights on how to improve senior customers’ experiences during the simulation and I hope we can create the best elderly friendly railway for Hong Kong!”

MTR Staff

Participants agree that the workshop has helped to improve the railway service and experience

Participants agree that the workshop has enhanced their respect and empathy toward elderly

CSR及團隊建立
香港零售業管理協會

Training objectives

• Review and enhance the elderly friendly facilities of stations
• Brainstorm and design new ideas for improving elderly customer’s travel experience

Training content

• Warm up games for team building
• Customize team building challenges in workplace context
• Review and debrief in Action Play Drama approach

The whole workshop is very innovative and fun, and it is an unforgettable experience as well. I would like to implement what I have learnt in workplace.

Participants agree that the workshop has developed their teamwork and communication skills