HRD programs can be key components when an organization seeks to revitalize itself and change its organizational culture. For instance, Cathay Pacific Airways is an international airline based in Hong Kong that serves over eighty-five destinations on five continents. In 2003, Cathay Pacific carried over 10 million passengers, and also maintained a considerable cargo operation. Worldwide, approximately 14,000 people work for the airline. A survey in the 1990s revealed that travelers felt that Cathay Pacific service was good, but not as warm and friendly as customers desired. Some even described the service as “robotic.” This led to a reexamination of how the company recruited, trained, and managed its employees.
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?
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How might the training programs themselves have to change in order to promote innovation and collaboration among flight attendants, as well as from the trainers?
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