Proficiency in English is an essential skill for airline customer service officers. This intensive course will help members of airport staff, in a customer service role, develop English language to communicate clearly and concisely in English with air travellers, colleagues and crew members. The course is built on the AEROSTA Framework and applies the language training methodology of our courses for pilots and ATCOs to courses for airport service providers.
CLASS SIZE: 4-12 learners
LEARNER PROFILE: Airport/airline staff in customer service roles eg operations officer, information officer, load-controller, catering co-ordinator etc
COURSE TIME: as required, delivered over a period from 2 days to 5 weeks
Various time slots are currently available for a closed class for Airport Customer Service Officers. eg Monday-Sunday 1400-1600 / 1500-1700 etc. Learners are likely to perform better before their shift starts.
COURSE FEE:
This course is soon to be MATF reimburseable for learners who are both (1) Hong Kong residents (2) employed by an airline or aviation company.
COURSE LOCATION: Airport/airline premises
Benefits for Airport Customer Service Officers:
- Improve your ability to communicate clearly and effectively with passengers, colleagues and crew members.
- Become more confident in dealing with unusual and unexpected events.
- Improve your comprehension of a wide range of accents.
- Improve your cultural awareness and ability to interpret gestures, mannerisms and body language.
- Improve your ability to write accurate and concise reports
- Course complements airport internal training.
Topics include:
- Air travellers
- World destinations
- Problems at the airport
- Politeness, formality and register
- Company image
- Being tactful
- Unruly / suspicious passengers
- Dangerous Goods
- Giving directions
- Handling complaints
- Air rage
- Flight information
Language Assessment
At the end of the course, learners are assessed by the AEROSTA Framework Service Language Test, the international standard for determining English proficiency in aviation service roles.
The AEROSTA Framework Service Language Test is an accurate test of language proficiency for airline and airport customer service staff. The AEROSTA Framework Service Language Test measures the specific reading, listening, and oral proficiency skills required to successfully perform frontline duties in English. The test is concerned with determining genuine language proficiency through appropriate responses, regardless of whether a response is factually or grammatically correct.
General and Academic English tests such as TOEFL, IELTS and TOEIC are inappropriate for testing language proficiency of airline/airport customer service staff as they do not test important skills within the context of aviation service, so the results are less meaningful as a measure of language proficiency. They do not measure the skills that are required for interaction with colleagues and air passengers.
OPTIONAL EXTRA PRACTICE
For staff that require additional English language practice, they should consider attending optional weekend workshops. We typically offer workshops for non-technical airline staff such as Customer Service Officers, Cabin Crew and Airport Security Officers on alternating Saturday and Sunday mornings 10-12pm. A two hour workshop costs $300HKD per person if more than 8 people attend, or $500HKD if less than 8 people attend.
TEACHING STAFF All teaching staff are certified by the Aviation English Organisation. All teachers have aviation and language teaching experience.
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