Course details
Who Should Attend?
Airline Ground Handling
- Cargo Acceptance Staff
- Cargo Executives and Managers
Airlines
- Cargo Staff
- Cargo Executives
- Cargo Booking Officers
- Warehouse Managers
Others
- Call Center Personnel
- Security Personnel
- Shop Assistants
- Bank Tellers/Shop Cashiers
- Receptionist
Course Information
Course Objective
- Understand of the right “Service Culture” of every organization.
- “Service Culture” is determined by how people Think, Act & View service around them.
- It refers to how participant provides service to customers (both internally and externally)
- This translates to, when providing service to customers, the participant needs to learn what action or behavior is accepted by the company or organization and at the same time what action or behavior is rewarded or forbidden.
Learning and Teaching Methods
Instructor-led course presentation, workbook reference, schedule topic emphasis, classroom & homework practical.
Attendance and Assessment
Attendance
- 90% attendance for all students.
Assessment
- Not required
Advancement
- Nil
Entry Requirements
No minimum qualification is required for admission to the course.
Graduation Requirements
Performance
- Certificate of Attendance will be awarded to trainee after successfully attended the course.
Annex A: Unit Lesson Plan
- What is the Objective of Service Culture?
- So how does Service Culture affect us at work place?
- What are the Service Standards that our job requires?
- How do you look good?
- How do you feel great?
- How do we improve our self-esteem?
- How do we project well?
- Posture / Gesture / Facial Expression / Eye Contact / Tone of Voice / Proximity
- Make every counter a GEMs Moment
- What is the meaning of A B C Cycle?
- Customer Experience
- Moment of Truth
- How to handle Service Breakdown and Recovery
- What to do when the customer is upset
- Apologize and Acknowledge
- Take action and personal responsibility
- Work with colleagues to delight customers
- Types of Service Team activities
- Problem that a Service team encounter
- How to solve the problems
- Communications with team members
- How to improve Team Communications
- Some of the effective communication techniques
- Listening to other person
- Asking Questions to clarify
- Acknowledging Valid/Relevant points – examples
- Staying focused on what is being said
Course Location
About Sterling Campus
Sterling Campus offers qualifications ranging from Executive Certificates to Professional Diplomas Programme to equip young adults and working professionals with the necessary skills to excel in a rapidly changing and vibrant world. Committed to delivering first-rate curriculum, we employ highly qualified and experienced lecturers and trainers. We offer a different approach to education, emphasizing both theory and practical teaching. Students will gain desirable quality learning experience through attachment programmes to companies associated with Sterling Campus.
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