Customer expectations can change quickly. Frontline and customer-facing professionals need to recognise customer needs, communicate clearly, and respond effectively when situations become challenging.
HKGCC Academy's
Customer Experience Series is designed to help Hong Kong businesses strengthen service capabilities across customer-facing teams.
In
Session 2: Premium Service in Practice, which builds on the foundations introduced in Session 1, Cathay Pacific will share service experience and approaches to recognising customer expectations, using positive language, and responding professionally during difficult customer interactions. The session will help participants explore how service recovery and effective communication can rebuild trust after a service issue.
What You Will Learn
Participants will explore how to:
1. Recognise stated and unstated customer needs.
2. Anticipate customer expectations during different service interactions.
3. Use positive language when responding to concerns.
4. Apply empathy and active listening during difficult conversations.
5. Remain professional when handling challenging customer situations.
6. Consider how service recovery can help rebuild customer trust.
7. Reflect on how these approaches can be adapted to different business settings.
The series comprises two practical workshops:
Session 1: Service Excellence (10 September 2026)
Session 2: Premium Service in Practice (8 October 2026)
Join the full series of 2 sessions to build a strong foundation in customer experience and learn practical approaches to handling challenging customer situations.
Who Should Attend?
This programme is ideal for customer service professionals, frontline and customer-facing staff, sales and business development professionals, account and relationship managers, team leaders and supervisors, as well as anyone looking to enhance customer experience, service delivery and communication skills.
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Why Register for Both Sessions?
• Build a customer-centric service mindset
• Strengthen communication and relationship-building skills
• Learn how to anticipate customer needs and respond effectively in challenging situations
• Develop a more complete customer experience skill set
• Save HK$400 with the Two-Session Package
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Choose Your Registration Option
Best Value: Register for Both Sessions & Save HK$400
Customer Experience Series Package (Session 1: 10 September + Session 2: 8 October)
Members: HK$1,800
(Regular Fee: HK$2,200)
Non-members: HK$2,800
(Regular Fee: HK$3,200)
[Register for Both Sessions]
Session 1 Only
Service Excellence (10 September 2026)
Members: HK$1,100
Non-members: HK$1,600
[Register for Session 1 Only]
Session 2 Only
Premium Service in Practice (8 October 2026)
Members: HK$1,100
Non-members: HK$1,600
[Register for Session 2 Only]
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Follow us on LinkedIn: HKGCC Training Academy
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