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Customer Service Skills For The Aviation Industry
 Course Code : 05087

Customer Service Skills are skills that virtually everyone needs to be able to compete in today's marketplace. This course aims to enable students to develop the mindset and skills to care for air transport passengers. After completion, it will give students a clear competitive advantage in quest for any positions in airlines.

　A module from the “Diploma in Airline Operations Studies”
　A very interactive and practical range of student activities

The Airline Standard of Customer Service
　 What is a customer?
　 The cost of losing a customer
　 Customer expectation of service
　 The customer-driven airline
　 What is customer service?
　 Objectives & benefits of customer service
Communicating with Customers
　 Communication and its meaning
　 Communication barriers
　 Advantages of two-way communication
　 Effective listening
　 Non verbal communication
　 Customer contact techniques
Dealing with complaints
　 Why do customers complain?
　 How to handle complaints properly
　 The complaints system
Understanding Social Styles
　 The importance of self-awareness
　 Personality
　 Assertiveness and responsiveness
　 Social styles
Cultural Dimensions of Customer Service
　 Cross Cultural Awareness
　 What is Culture?
　 Culture Differences
Case studies

Medium 　The course is conducted in Cantonese supplemented by English.
　Notes are supplied in English.
Admission Requirements 　1.　Form 5 standard
　2.　Acceptance is subject to the discretion of HKTT
Duration 　6 lessons (Total 18 hours)
Tuition Fee 　$1,500
Award of Certificate 　In order to complete the course and receive certification, students must
　attend at least 80% of the course and pass the assessments.

Information for application Employment Service Branch Timetable

Registration No. : ED5 / 517995 / 96 & ED5/518000/96