Professional English Skills Workshop 2: Customer Service Pro for Airport Staff

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20 Sep 2021
The Academy strengthens collaboration with the Mainland aviation institutions in training

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Professional English Skills Workshop 2: Customer Service Pro for Airport Staff

Who should attend

Airport staff who frequently interact with passengers or customers

SRVC1505 MATF Approved Course
20/08/2021 (1 day) English
HKD 1,200 HKIAA
HKIAA
Application Deadline:
06/08/2021
Professional English Skills Workshop 2: Customer Service Pro for Airport Staff

This one-day workshop is the advanced course of Professional English Skills Workshop 1, and targets at airport staff who are involved in the frontline customer service operations. The workshop introduces more challenging situations, such as dealing with furious customers, handling complaints and emergency response. Participants will also acquire more advanced language skillsets including reassurance and apology.

 

This workshop is one of the modules of Professional English Skills for Airport Staff which takes an interactive approach to simulate real-life situation in class. Each module may be taken individually.

 

Topics covered:

  • Understand customers’ point of view
  • Demonstrate the skills to soften bad news
  • Demonstrate how to effectively respond to complaints
  • Show how to mediate solutions to problems

MATF-approved Programme

Eligible applicants may apply for refund of 80% of fees after completing this approved course, subject to a maximum of HKD30,000, under the Professional Training and Examination Refund Scheme (ProTERS) of Maritime and Aviation Training Fund (MATF).  For details, please refer to the MATF session or http://www.matf.gov.hk