Deliver Impactful Customer Experience

Charles Cabrini Armstrong

Understand the impact that the customer service role has on an organisation, further increasing their engagement and motivation.

HRDC Claimable

Certificate of Completion
4 Hours
1 Day: 2pm - 6pm
Upcoming Courses
Start Date
13 Feb 2023
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Start Date
06 Mar 2023
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What to Expect

This course offers participants the opportunity to learn useful skills in providing exceptional customer service.

You can expect to better understand the impact the customer service role has on an organisation, and further increase their engagement and motivation. Participants will also gain knowledge on improving communication, listening and problem-solving skills.

Who Should Attend This Course

Any individual looking to learn more about delivering good customer service.


English or Malay Language proficiency.

General Program
  • Understand the needs and importance of good customer service
  • Personality enhancement
  • What you think of yourself vs. What other people think of you
  • Persuasive speaking skills
  • Clear communication skills
  • Listening skills
  • Self-awareness and self-regulation
  • Social skills
  • Know your customers
  • Internal vs External customers
  1. Will I get a certificate at the end of the course?

    Complete Reskill Programs: Absolutely! The certificate will be issued by airasia academy and powered by Google Cloud.

    Byte Sized Courses: Yes, we will award you with a certificate for all byte-sized courses with EIGHT (8) learning hours and above. The certificate will be issued by airasia academy and powered by Google Cloud. If you completed less than 8 hours, no certificate will be given.

    BINA Digital: Yes, we will award you with a certificate upon full attendance of the programme. The certificate will be issued by airasia academy and powered by Google Cloud.

  2. Can I get a job after attending the course?

    The certificate from airasia academy is recognised by the industry which is sufficient to land you a job. But, if you manage to stand out and earn excellent results, our trainers may recommend you to companies within the airasia group and Google Cloud ecosystem, or to their extensive network of businesses. That means you will have a good shot kickstarting a new career!

  3. Who can I refer to get more insight of the courses?

    You may drop us a WhatsApp message at 010-5008787. Kindly take note that our working hours are 9 am - 6 pm from Monday to Friday and our friendly team will reply to you as soon as we can. However, do expect a slight delay in reply in enquiries over the weekend. Or you can follow our social media accounts @airasiaacademy (Facebook, Instagram, Linkedin)

  4. What payment methods do you accept?

    We currently accept debit card and credit card. We're also happy to announce that we now have interest-free* instalment plans!

    *Interest-Free Instalment plans are currently available for ILT courses only, and applies to Maybank and Public Bank credit card holders, with a minimum purchase of RM500 and above.

  5. Do you offer any free learning resources?

    Yes, we do! Kindly refer to the Resources page. We have conducted free introductory sessions via our YouTube channel where you can watch it anytime and anywhere.

  6. What is the difference between RCOC-B and RCOC-EVLOS Module 1?

    The Remote Pilot Certificate of Competency - Basic (RCoC-B) satisfies the requirements within the Specific category (medium risk category). The RCoC-B satisfies the competency requirements of a published *PDRA or *STS that involves *VLOS flights. The following operations usually falls within the specific category:

    • Agriculture
    • Flying the drone above 400ft
    • Flying Beyond Visual Line of Sight (BVLOS)
    • Pre-Defined Risk Assessment (PDRA)
    • Standard Scenario (STS)
    • Visual Line of Sight (VLOS)

    The Remote Pilot Certificate of Competency Extended Visual Line of Sight Module 1 (RCoC (EVLOS) Module 1) is an additional module which enables Extended Visual Line of Sight operations. The prerequisite for attending Module 1 is RCoC-B which will imply that all Remote Pilots are required to be competent on RCoC-B before attending the Module 1 course.

Meet your instructor
Charles Cabrini Armstrong

Charles has 31 years of experience in the aviation industry with a career spanning several roles from ground operations to cabin crew, training instructor and cabin in-flight auditor.

These experiences have built a strong foundation in customer service training for Charles, especially on soft skills in people management.

He holds various certifications including Virtual Trainer by AirAsia Malaysia under Civil Aviation Authority Malaysia (CAAM) 2021, Behavioral Consultant (DISC Personality) 2017, Human Resources Development Fund (HRDF/PSMB) Train the Trainer Certification 2016, Trainer by Focus Learning 2015 and Nero Linguistic Practitioner & Coach (NLP) 2014.

Charles is very passionate about training people to provide high-quality customer experience especially for ground operations, as well as enjoy teaching wellbeing techniques and knowledge to others. He continues to practice a strong cooperation concept between himself and his students to achieve the best in his classes.

HRDC Claimable

Certificate of Completion
4 Hours
1 Day: 2pm - 6pm