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

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

Who should attend

Airport staff who frequently interact with passengers or customers

SRVC1505 MATF Approved Course
On request (1 day) English
HKD 1,400 HKIAA
HKIAA
Professional English Skills for Airport Staff – Workshop 2: Customer Service Pro for Airport Staff

This workshop focuses on conversation training. Participants will get to know how to respond to different airport-related customer service situations, including some challenging situations such as dealing with furious customers, handling complaints and emergency responses.

 

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 the Maritime and Aviation Training Fund (MATF). For details, please refer to the MATF session or http://www.matf.gov.hk