Airport gets to grip with China

Airport gets to grip with China

STAFF at Birmingham International Airport were given awareness training to give them more understanding of how to best serve the growing number of Chinese travellers using the airport.

The training focused on customer service and included role-play exercises in order to help frontline staff become more aware of Chinese culture.

Experts from Birmingham based Nazir Associates and the Chinese society provided the training to staff on-site at the Airport.

“China is the new economic powerhouse and an increasing number of Chinese businesspeople and tourists are coming to Birmingham. Making a good first impression is very important and can make all the difference,” said Mohammad Nazir, managing director of Nazir Associates and also Chairman of the West Midlands Minority Ethnic Business Forum.

“Birmingham and the West Midlands are competing with locations all over the world and it is especially important to give a good impression on arrival and show that we understand and care about the culture of our visitors.

“The training was aimed at frontline customer service staff and included role play and learning language relating to both arrivals and departures. We also covered issues of culture and food as part of the training it was practical and hands on.”

Helping provide an authentic feel to the day were people from the Chinese Society in Birmingham including Irene Chu who is also a member of the West Midlands Minority Ethnic Business Forum.

“We have been providing this training for about seven years and have previously helped airport staff to provide better support for people from the Middle East, India and Pakistan,” added Mohammad Nazir.

Jayne Howle, training and Development Manager at the Airport commented “Birmingham International Airport serves passengers from diverse worldwide backgrounds and it is essential that our customer service staff can deal with these passengers in a courteous manner. This is just one of the many cultural courses that we run here at the Airport to ensure that our staff are aware of different cultures.”

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