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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.

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. : 517992