Cathay Pacific Airways is an international airline based in Hong Kong that serves 141 destinations on six
Question:
Cathay Pacific Airways is an international airline based in Hong Kong that serves 141 destinations on six continents. In 2013, Cathay Pacific carried nearly 30 million passengers, and also maintained a large cargo operation. Worldwide, the airline employs over 22,000 people. A survey revealed that travelers felt that Cathay Pacific’s service was good but not as warm and friendly as customers desire. Some even described the service as “robotic.” This led to a reexamination of how the company recruited, trained, and managed its employees. One major change that Cathay Pacific made was in its in-flight training department. In the past, trainers devised and followed careful lesson plans. This was intended to pro- vide a set standard of service on all flights. However, to increase customer retention, especially among business travelers, Cathay Pacific decided that something more was needed.
Assume you are a training manager at this airline. First, what are your thoughts concerning how to conduct a needs assessment for the airline? What methods would you use to design training that emphasized exceptional customer service? Second, what type(s) of training would you recommend for flight attendants, if the new goal was to provide exceptional customer service? Finally, how might training programs have to change in order to promote innovation and collaboration among flight attendants, as well as from trainers?
Intermediate Accounting IFRS
ISBN: 978-1119372936
3rd edition
Authors: Donald E. Kieso, Jerry J. Weygandt, Terry D. Warfield