Courses Note

DGR - CAT 12

Course Objectives
  • Identify and classify Dangerous Goods (DG).
  • Recognize and identify DG labels and package specification markings.
  • Be aware of provisions for DG in baggage of passengers and crew.
  • Be familiar with Dangerous Goods emergency response procedures.
What  you will learn?
  • Limitations
  • Classification - Classes and Divisions
  • Identification
  • Marking and Labeling
  • Lithium battery
  • Dangerous Goods Emergency Response
Duration

  • Initial Course: 16 contact periods
  • Recurrent Course: 08 contact periods
Who should attend

  • Security Personnel

DGR - CAT 11

Course Objectives
  • Identify and classify Dangerous Goods (DG).
  • Recognize and identify DG labels and package specification markings.
  • Be aware of provisions for DG in baggage of passengers and crew.
  • Be familiar with Dangerous Goods emergency response procedures.
What  you will learn
  • Limitations
  • Classification - Classes and Divisions
  • Identification
  • Marking and Labeling
  • Lithium battery
  • Dangerous Goods Emergency Response

Duration

  • Initial Course: 16 contact periods
  • Recurrent Course: 04 contact periods

Who should attend

  • Cabin crew members

DGR - CAT 10

Course Objectives
  • Identify and classify Dangerous Goods (DG).
  • Look up DG list and Extract its information.
  • Recognize and identify DG labels and package specification markings.
  • Recognize and identify potential risks in baggage and cargo.
  • Storage and Loading.
  • Be aware of provisions for DG in baggage of passengers and crew.
  • Be familiar with Dangerous Goods emergency response procedures.
What you will learn
  • Limitations
  • Classification - Classes and Divisions
  • Marking and Labeling
  • Documentation
  • Acceptance
  • Provision of information
  • Lithium battery
  • Dangerous Goods Emergency Response

Duration

  • Initial Course: 16 contact periods
  • Recurrent Course: 04 contact periods for cockpit crew, 08 contact periods for load planner

Who should attend

  • Cockpit Crew Members
  • Load Planners

DGR - CAT 9

Course Objectives
  • Identify and classify Dangerous Goods (DG).
  • Recognize and identify DG labels and package specification markings.
  • Be aware of provisions for DG in baggage of passengers and crew.
  • Be familiar with Dangerous Goods emergency response procedures.
What  you will learn?
  • Limitations
  • Classification - Classes and Divisions
  • Identification
  • Marking and Labeling
  • Lithium battery
  • Dangerous Goods Emergency Response

Duration

  • Initial Course: 08 contact periods
  • Recurrent Course: 04 contact periods

Who should attend

  • Passenger Handling Personnel

DGR - CAT 5 & 8

Course Objectives
  • Identify and classify Dangerous Goods (DG).
  • Recognize and identify DG labels and package specification markings.
  • Be aware of provisions for DG in baggage of passengers and crew.
  • Be familiar with Dangerous Goods emergency response procedures.
What  you will learn?
  • Limitations
  • Classification - Classes and Divisions
  • Packing
  • Marking and Labeling
  • Storage and Loading
  • Lithium battery
  • Dangerous Goods Emergency Response

Duration

  • Initial Course: 16 contact periods
  • Recurrent Course: 08 contact periods

Who should attend

  • Ramp and Warehouse Personnel
  • Forwarders' Personnel involved in cargo and mail handling; storing and loading process

DGR - CAT 7

Course Objectives
  • Identify and classify Dangerous Goods (DG);
  • Look up DG list.
  • Recognize and identify DG labels and package specification markings.
  • Recognize and identify potential risks in cargo.
  • Be aware of provisions for DG in baggage of passengers and crew.
  • Be familiar with Dangerous Goods emergency response procedures.

What you will learn?

  • Limitations 
  • Classification - Classes and Divisions 
  • Marking and Labeling 
  • Documentation
  • Acceptance
  • Lithium battery
  • Dangerous Goods Emergency Response

Duration

  • Initial Course: 16 contact periods
  • Recurrent Course: 08 contact periods

Who should attend

  • General cargo acceptance Personnel

DGR - CAT 4

Course Objectives:
  • Identify and classify Dangerous Goods (DG);
  • Look up DG list.
  • Recognize and identify DG labels and package specification markings.
  • Recognize and identify potential risks in  cargo.
  • Be aware of provisions for DG in baggage of passengers and crew.
  • Be familiar with Dangerous Goods emergency response procedures.
What you will learn?
  • Limitations 
  • Classification - Classes and Divisions 
  • Marking and Labeling 
  • Documentation
  • Acceptance
  • Lithium battery
  • Dangerous Goods Emergency Response

Duration

  • Initial Course: 24 contact periods
  • Recurrent Course: 16 contact periods

Who should attend

  • Forwarder’s Personnel involved in cargo and mail acceptance, handling and storing (other than Dangerous Goods)

DGR – CAT 1, 2, 3 & 6

Course Objectives:
  • Understand legal requirements, operational restrictions, and governing entities.
  • Learn how to use IATA's Dangerous Goods Regulations Manual and complete the necessary dangerous good transport documents.
  • Be able to apply the regulations to identify, pack, mark, label and document dangerous goods (Hazmat).
  • Examine safety issues related to the handling of dangerous goods and apply them appropriately in the workplace.
What  you will learn?
  • How to use and correctly apply the IATA Dangerous Goods Regulations manual
  • Operator and shipper's responsibilities
  • Limitations - Packaging, marking and labeling requirements
  • Shipment of radioactive materials
  • Lithium battery
  • Air Waybill and Shipper's Declaration
  • Emergency loading and unloading procedures, segregation, storage and handling

Duration

  • Initial Course: 64 contact periods
  • Recurrent Course: 32 contact periods

Who should attend

  • Shipper and person undertaking the responsibilities of shipper’, including operator’s staff acting as shipper, operator’s staff preparing dangerous goods as COMAT;
  • Forwarders’ Personnel involved in processing dangerous goods;
  • Operator’s and ground handling agent’s staff accepting dangerous goods.

ORGANIZATIONAL CULTURE

After the course, participants are able to:
  • Understand the organizational culture.
  • Perform in compliance with the company's behaviour standards.
  • Be aware of the importance of communicative and behavioral skills in  customer service.

SERVICE RECOVERY

After the course, participants are able to:
  • Distinguish unsatisfying services.
  • Identify reasons for unsatisfaction.
  • Be aware of the importance of recovering customers' confidence after unsatisfying service.
  • Build up programs to recover customers' confidence to gain customers' loyalty. 

PROFESSIONAL IMAGE BUILDING

After the course, participants are able to:
  • Grasp the company’ s Vision, Mission and Core Values to build up pride and enthusiasm in each staff- the representative of the Company providing services to customers.
  • Clearly comprehend and build up the staff's image via personal appearance, grooming and customer relations … in accordance with the company's regulation.
  • Increase awareness of the company's brand name, personal brand name to build up the personal prestige in servicing customers. 

CUSTOMER SERVICE FOR BUSINESS CLASS, VIP, CIP, FFP PASSENGER SERVICES AGENTS

After the course, participants are able to:
  • Be aware of the importance of priority customers.
  • Recognize the needs and characters of priority customers.
  • Enhance the professionalism in communication.
  • Understand and apply the Emotional Cognition Model.

CUSTOMER SERVICE FOR BUSINESS CLASS LOUNGE AGENTS

After the course, participants are able to:
  • Be aware of  the significance of customer service.
  • Explain Business Class lounge service standards.
  • Build up basic skills of customer care. 
  • Build up behavours to satisfy fastidious customers. 

CUSTOMER SERVICE FOR SUPERVISORS

After the course, participants are able to:
  • Enhance the awareness of supervisors about the professionalism in communicative and working style.
  • Develop the managing skills, maintain and enhance the customer service quality: supervising, counseling and promoting.
  • Improve the skills of handling situations.

CUSTOMER SERVICE FOR MANAGERS

After the course, participants are able to:
  • Enhance the awareness of managing the customer relation and service marketing.
  • Analyse the management of customer service.
  • Study and collect some strategies of customer service.
  • Study the brand and image of the company.

CUSTOMER SERVICE FOR AGENTS - INTENSIVE

After the course, participants are able to:
  • Be aware of the professionalism in communication and customer service.
  • Enhance the customer service skills towards "Above and Beyond" customer service.
  • Improve the image of a professional customer service agent.
  • Identify some groups of personalities and build up the communication style suitable for each group.
  • Identify some cultures and then personalize the service for the customers.

DELEGATION SKILLS

After the course, participants are able to:
  • Understand the definition and the importance of delegation.
  • Distinguish between delegation and assignment.
  • Understand the responsibility and the rights when delegating.
  • Apply how to delegate effectively.

CHANGE MANAGEMENT SKILLS

After the course, participants are able to:
  • Recognize the hindrances and reactions of people when confronting changes.
  • Identify the causes and classify the changes.
  • Be aware of the importance of change management, actively suggest practical solutions to manage changes.
  • Build up the change into the culture of the company.

CUSTOMER SERVICE FOR AGENTS

After the course, participants are able to:
  • Understand the basic issues of service, the definitions relating to customer service to set up good relations with customers.
  • Develop the basic skills of customer service including direct communication (nonverbal, making questions, listening) to meet customers' demands.
  • Build up the professional posture and manners.

WRITING SKILLS

After the course, participants are able to:
  • Understand and classify different types of documents.
  • Grasp firmly the writing principles and techniques to write different administrative documents (notification; report; …)

Vietnam Airport Ground Services Company Limited (VIAGS) is established on 01/01/2016 on the basis of merging three ground service providers NIAGS, DIAGS and TIAGS.