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“To increase the employee passion, their happiness is the key. When the employees are happy to serve, it can also be felt by the customers and make them satisfied. So, supporting employees is the key for enhancing service quality,”Mr. Stanley Kan, the Director of Service Delivery of Hong Kong Airlines Limited (HKA) shared his view on service culture. HKA shows a good example of supporting the employees through providing a tailor-made “Professional Diploma in Customer Service for Aviation”for its employees. We are the co-organizer of this diploma program. We design the program together with HKA by collecting HKA employees’ opinions so that the program can meet their needs and enhance their skills.

2015 is the second year of the program. It is re-structured to achieve continuous improvement. The modules include Customer Services Excellence, Customer Handling, Business Communication, Strategic Thinking and Organizational Behavior, Advanced Team Leading and Change Management. The frontline employees and/or supervisor from various departments, like Customer Services,  Aviation Services and Call Centre, are the target audeiences. 2-day Boot Camp is newly added in this year to create opportunities for them to know each other more. HKA employees strengthened customer complaint handling skills through case sharing, group discussion, simulation games, and role play.“Boot Camp is an effective learning bridge since the employees are concentrated to learn without concerning their office work,”Mr. Andy Ma, Deputy General Manager, Training and Development, Human Resources and Administration Department appreciates the value of Boot Camp.

Besides having a positive impression on the camp, can you guess what module gets the most impression from HKA? It is problem solving of the thinking series. The core concept of problem solving is “solving the problem myself when identifying problem”. Employees always have to ability to identify the problem. If they strengthen the problem-solving skill, it can help in their career development.
 
After the completion of the course, HKA organized a Graduation Ceremony for its employees. During the ceremony, Certificate of Diploma are issued to the qualified employees to recognize their efforts. Though this year training program ended, we and HKA have not finished our job. It is because we are collecting the employees’ opinions for designing the training program next year. It is hoped that this annual training program can help them to achieve continuous improvement.
 
For enquiry of "Customer Services Training", please call (852) 3543 7900 or email to hk.academy@sgs.com

About SGS
SGS is one of the leading certification, verification, inspection and testing organizations in the world. Established in 1878, we have more than 80,000 employees and operate a network of more than 1,650 offices and laboratories globally. We enable you to continuously improve and transform your services and value chain by increasing performance, managing risks, better meeting stakeholder requirements and managing sustainability.

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