Case Study $-1(5$ Marks$)$

Cathay Pacific Airways is an International airline based in Hong Kong that serves over eighty$-$five destinations on five continents. An early survey revealed that the travelers felt that the Cathy Pacific service was good, but not as warm and friendly as customer desired. Some even described the service as $$robotic$.$ This led to reexamination of how the company recruited, trained and managed its employees.

To increase customer retention, especially business travelers, Cathy Pacific decided that something more was needed. Assume you are HRD professional responsible for organizational changes.

Questions:

$1.$ How do you go about designing a need assessment for the Airline?

$2.$ What methods would you use to design training that emphasizes customer service?

$3.$ What type$($s$)$ of training would you recommend for $$Flight attendants$$ why? Justify your choice$($s$).$