Spoken Business English Courses
Spoken and Written English Skills for Airport Assistants
10 x 3-hour sessions
SESSION ONE

Introductions & Finding Customer Needs
  • Introducing yourself & your role at the airport
  • Describing different jobs & duties
  • Finding out information
  • Open and closed questions
  • Customer service role-play practise
SESSION TWO

Giving Directions I - Airport
  • Giving directions at the airport
  • Giving detailed descriptions of the airport
  • Gate numbers - how to get there
  • Locations - shops, restaurants, currency exchange, lifts, car parks
  • Adjectives
  • Customer service role-play practise
SESSION THREE

Giving Directions II - Hong Kong
  • Giving directions around Hong Kong
  • Transport modes - airport express, MTR, buses, hotel shuttles, taxi
  • Hotels - how to get there
  • Locations
  • Adjectives
  • Customer service role-play practise
SESSION FOUR

Dates & Times
  • Clarifying dates & times
  • Flight schedules
  • Time zones
  • Fixing appointments
  • Supplying information- timetables, dates & times, brochures etc.
  • Customer service role-play practise
SESSION FIVE

Tourist Attractions
  • Talking about tourist spots
  • Hong Kong highlights
  • Giving suggestions & advice for travel
  • Giving suggestions & advice for sights
  • Customer service role-play practise
SESSION SIX

Airport Facilities
  • Describing airport facilities
  • Explaining airport facilities
  • Shops, restaurants, currency exchange, lifts, car parks
  • Customer service role-play practise
SESSION SEVEN

Basic Writing Techniques I
  • E-mails, memos, faxes & letters
  • Subject headings
  • Introducing ideas
  • Referring to¡K
  • Giving information
  • Customer service role-play practise
SESSION EIGHT

Basic Writing Techniques II
  • E-mails, memos, faxes & letters
  • Saying what you can & can't do
  • Requesting information
  • Asking for follow up
  • Customer service role-play practise
SESSION NINE

Complaints
  • Dealing with complaints
  • What to do when things go wrong
  • Apologising
  • Putting things right
  • Giving advice
  • Making suggestions
  • Customer service role-play practise
SESSION TEN

Ensuring Customer Satisfaction, Course Review & BULATS Test Prep.
  • Thanking passengers & closing
  • Consolidation of course materials
  • Customer service skills review
  • Preparation for BULATS speaking test
  • BULATS Part 1 - Self introduction
  • BULATS Part 2 - Presentation
  • BULATS Part 3 - Role play
POST COURSE BULATS TESTS

Conducted on-site at training centre