This 1-day workshop comprises 2 modules on grooming, personality development, and customer service. It is designed for entry-level and professional airline and ground staff who interact with passengers. The workshop will have a maximum of 25 participants and will run from 9am to 6pm. It aims to teach important soft skills like effective communication, responding professionally to customers, and providing excellent customer service to improve satisfaction and loyalty. Upon completing the workshop, participants will be able to demonstrate professional grooming, customer service skills, and how to handle difficult situations through exercises and role plays. The goal is to standardize customer service procedures across locations to benefit the company.

1. WORKSHOP DETAILS
THIS WORKSHOP COMPRISES OF 2 SEPARATE MODULES
1. Grooming & Personality Development
2. Customer Service
DURATION OF THE WORKSHOP:
Timings: 9am – 6 pm
RECOMMENDED: Entry –level & Professionals
This workshop is recommended for all airline & ground
service staff who come into contact with passengers.
BATCH SIZE RECOMMENDED – Max 25 participants per batch
DESCRIPTION:
This intensive 1 day workshop in Grooming & Customer
Service is designed to make you understand the importance
of grooming yourself well in accordance with the
airline/airport industry standards. It also helps you to be
both Customer –Focused&Knowledgeable in the many roles
you fill as a front-line employee.
WHAT YOU WILL LEARN:
Upon completing this workshop you will honour the skills
to:
Upgrade your GROOMING to world class level with
practical sessions
Basic soft skills including Effective communication

2. Responding professionally to customer requests &
Complaints
Maintaining composure when dealing with difficult
passengers ,Converting crises situations into
opportunities for growth
Exceeding customers’ expectations
Customer Delight
Giving a “WOW” customer service & thus retaining
customers for life
Differentiating between GOOD & BAD CUSTOMER
SERVICE with the help of ROLE PLAYS
This workshop will also include Practical Exercises, Role
plays & Assessments to gauge the level of understanding
amongst the participants
HOW IT WILL HELP THE CSA’S:
CSA’S who will undergo this training will demonstrate
professional customer service skills thereby improving
customer satisfaction & customer loyalty.This in turn will
help the company to retain customers & improve profits as
research shows that it costs less to retain an existing
customer than to acquire a new one.
Also teaching the same customer service & grooming skills
to all the CSA’S will allow them to have a common process
& language while dealing with customers. Hence what this
workshop will do is to make the processes standard at a
PAN India level, thus laying down the SOP’S (Standard
operating procedures) for Indo-Thai Airport Management
services.

3. Investing in employees through Training/Workshops makes
the employee feel valued & improves motivation. Let us not
forget the saying “First Impression is the Lasting
Impression”. Through my workshops I will strive to achieve
this with all the CSA’s as they are the face of the company &
whatever they do or not do will definitely affect the
company’s brand name
My Mission is to help you achieve all this & much more…..