I. Course Objectives:
After the course, participant are able to:
- Identify the importance of customer services, understand customer needs, customer psychology in order to establish a good customer relationship, thereby building customer trust and loyalty. 
- Build basic customer services skills including face-to-face communication (non-verbal communication, asking questions, listening), dealing with difficult customers.
 - Identify 4 groups of personality and build a behavioral plan for each.

II. Content:
 - Identify customer needs.
- Customer service.
- Communication skills.
- Learn 4 groups of typical human personality.
- Practice skills.

III. Duration: 16 hours.

IV. Participants: Business class lounge agents.

I. Objective:
After the course, participants are able to:
- Distinguish unsatisfying services.
- Identify reasons for unsatisfaction.
- Be aware of the importance of recovering customers' confidence after unsatisfying service.
-  Build up programs to recover customers' confidence to gain customers' loyalty. 

II. Course content:
- Definition and classification of unsatisfying service.
- Definition of service recovery.
- Emotional Cognition Model in customers’ complaints.
- Customers' behaviors on receiving unsatisfying service.
- Key elements to build Service Recovery program.
- Things-to-do after unsatisfying service.
- Ways to build (strategic) Service Recovery program.
- Typical case studies.

III. Duration: 16 hours.

IV. Participants: Frontliners, supervisors.

I. Objective:
After the course, participants are able to:
-Be aware of the importance of building up professional personal appearance.
- Clearly comprehend and build up the staff's image via personal appearance, grooming and customer relations … in accordance with the company's regulation.
- Know the way for skin care, make up, hair design in accordance with the company's regulation.
- Practice make up, hair design, personal appearance for a nice looking.
- Practice the posture, body language in accordance with the VIAGS’s servicing customers to build up the personal prestige in servicing customers. 

II. Course content:
- The standard about grooming appearance, behavior to build up staff’s image.
- Make-up and hair design techniques.

III. Duration: 16 hours.

IV. Participants: All feminity employees.