08 Jul 2010Cathay Pacific Airways today launched a new book – Service in the Sky – in which it shares the airline’s expertise in training cabin crew. The book features articles and case studies written by nine training instructors from the airline’s Inflight Services Training & Development section.
Service in the Sky highlights Cathay Pacific’s core service beliefs and training techniques. While the articles are largely related to the airline’s operations, the underlying principles can easily be applied to other service-related industries. The book provides a useful training and learning tool and is one of the few publications in the market that details the provision of training to service practitioners. In addition, the book enables readers to master service terms in both English and Chinese.
Passengers expect more when they fly than when they travel on other modes of public transport. As air travel becomes increasingly popular and more cabin crew are employed by airlines operating in an increasingly competitive environment, it is inevitable that crew-training requirements will become more sophisticated.
Cathay Pacific has received many major accolades over the years, including the Airline of the Year award on a number of occasions, and such accomplishments would not be possible without the effort it puts into providing a high standard of inflight service. The airline is keen to share its training expertise with other industries and hopes that Service in the Sky will play a role in improving the overall quality of service provided in Hong Kong.
The book was launched this afternoon at the Cosmos Books’ bookstore in Wan Chai. Cathay Pacific Director Service Delivery Ivan Chu officiated at the event and was joined by Chan Chung-ling, President of Cosmos Books, and renowned fashion designer and columnist William Tang. Proceeds from the book will be donated to the Sunnyside Club, a registered charity launched by Cathay Pacific staff which helps improve the well-being of mentally and physically challenged children in Hong Kong.
Highlights of Service in the Sky include:
· 24 real case studies depicting difficult situations and recommended approaches.
· 15 articles on different aspects of Cathay Pacific’s service beliefs and its training philosophy and techniques.
· The airline’s cabin crew training modules.
· Cabin crew job requirements and application processes.