Customer Service

CUSTOMER SERVICE

Culturally Inclusive Service Delivery, with Cultural Intelligence

WHAT IF THE PROBLEM ISN’T TRAINING – BUT CULTURAL INTELLIGENCE?

Ever wondered why great customer service isn’t always instinctive – even when it seems like simple common sense?

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In customer service, cultural intelligence is often the missing link behind unmet expectations, misunderstandings, or service that unintentionally offends.

I’ve coached and trained hundreds of customer-facing professionals – from airline cabin crew and airport check-in agents, to hospitality staff and frontline volunteers – and distilled those insights into practical intercultural programs tailored for customer service settings

Choose from any of the following delivery options:

Professional Coaching (1-on-1 or small groups)
Team Training (in-person or virtual)
Advisory & Consultancy Services

Craig Shim, Alphacrane Intercultural Specialists

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Find what you need on this page.

FEATURED PROGRAMS

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INTERNATIONAL RELOCATIONS

ADVISORY & CONSULTANCY SERVICES

CUSTOMER SERVICE EXPERIENCE

ABOUT CRAIG SHIM

FEATURED PROGRAMS

Culturally Inclusive Service for Frontline Hospitality Teams

How to Deliver Service Excellence With Cultural Awareness and Sensitivity

For Hospitality and Tourism Teams Wanting to Avoid Cultural Missteps

Delivery Options:

Professional Coaching | Training

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Culturally Inclusive Service Language for Volunteers

How to Communicate with International and Culturally Diverse Visitors

For Volunteer Ambassadors Welcoming a Global Audience

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Cross-Cultural Service Delivery: Lessons from International Airlines

How to Deliver Premium Service In Any Industry With Cultural Awareness and Sensitivity

For Frontline Staff in Any Industry Who Serve International Customers or Clients

Delivery Options:

Professional Coaching | Training

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Customer Service

Cross-Cultural Service Delivery for Cabin Crew

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How to Deliver Premium Service With Cultural Awareness and Sensitivity

For Cabin Crew and Customer Service Professionals in the Aviation Industry

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Culturally Safe Customer Service for Pathology Collectors

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How to Overcome Language Barriers and Avoid Misperceptions of Disrespect

For Supervisors Seeking to Build Teamwide Consistency Using Practical Techniques for Cross-Cultural Patient Engagement

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Understanding the Asian Business Mindset

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How to Engage with Asian Customers, Clients and Stakeholders

For Business and Public Sector Professionals Managing Asian Stakeholders

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Foundations for Improving Cross-Cultural Relational Skills

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How to Relate to Customers, Clients and Colleagues From Any Cultural Background

For Professionals Wanting Practical Skills to Earn Trust Across Cultures

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Intercultural Coaching and Advice for Business Challenges

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How to Navigate Country-Specific Business Challenges Using Cultural Intelligence

For Professionals Navigating Cross-Cultural Business Situations or Stakeholder Relationships

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COACHING FOR INTERNATIONAL RELOCATIONS

Global Mobility, with Cultural Intelligence

Intercultural Coaching for International Relocations

How to Navigate Country-Specific Cultural Nuances in Business and Social Settings

For Employees on International Postings and Assignments

Delivery Options:

Professional Coaching | Training

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ADVISORY & CONSULTANCY SERVICES

Customer Service

We collaborate with organisations across sectors to embed cultural intelligence into their customer service approach.

Our consultancy projects range from reviewing the customer journey through a cultural lens to developing Culturally Inclusive Service Language guidelines, checklists, and service delivery strategies.

We also support Learning & Development teams by designing in-house training programs that build cultural intelligence among frontline staff, team leaders, and management – helping to improve customer satisfaction and reduce cultural misunderstandings.

ENQUIRE NOW

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CRAIG SHIM'S EXPERIENCE

Customer Service

Asia-Readiness Service Training for Cruise Ship Ambassadors

CRUISE SHIP AMBASSADOR TRAINING

CULTURALLY INCLUSIVE SERVICE TRAINING - AIRLINES AND AIRPORTS

ASIA-READINESS SOPs FOR AN INTERNATIONAL HOTEL CHAIN

ASIA-READINESS SERVICE TRAINING FOR CRUISE SHIP AMBASSADORS

Volunteer cruise ship ambassadors in regional tourism organisations received targeted training to confidently welcome international passengers – particularly those from Asia – with cultural awareness and sensitivity.

Craig Shim’s program introduced practical techniques to overcome language barriers, adapt service language to cultural expectations, and navigate common cross-cultural misunderstandings.

The result? Ambassadors were better equipped to create a strong first impression, minimise service missteps, and enhance the overall visitor experience for culturally diverse cruise passengers.

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CULTURALLY INCLUSIVE SERVICE TRAINING - AIRLINES AND AIRPORTS

Craig Shim has trained hundreds of cabin crew, airport lounge staff, and check-in agents across Asia, New Zealand, and Australia for some of the world’s leading airlines and international airports.

His training helps team members deliver premium service to culturally diverse passengers by adapting service language, building rapport, overcoming language barriers, and handling sensitive situations with cultural intelligence.

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ASIA-READINESS SOPs FOR AN INTERNATIONAL HOTEL CHAIN

An international hotel chain partnered with Craig Shim to develop Asia-readiness Standard Operating Procedures (SOPs) in response to the growing number of Asian guests across their properties.

The SOPs were customised for front office, housekeeping, and food & beverage teams, equipping staff with clear guidance on managing culturally sensitive situations – from language barriers and early check-ins to buffet etiquette and lost property interactions.

By embedding cultural intelligence into day-to-day operations, the hotel group improved service consistency, guest satisfaction, and staff confidence when engaging with Asian guests.

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A QUICK INTRODUCTION: CRAIG SHIM

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As a qualified intercultural business consultant, I specialise in enhancing cross-cultural business and relational skills. Having lived abroad for much of my career before returning to Australia, I've gained valuable insights into how cultural competency is crucial for building strong relationships. Drawing on this experience, I provide coaching, training, and advice to corporate and government clients to boost their cross-cultural capabilities.

My intercultural guidance is trusted by companies like Boeing, Nike, PepsiCo, and Mastercard, as well as the Australian Government and United Nations agencies. I also serve on several advisory panels, including those for the Department of Prime Minister and Cabinet and the Australian Public Service Commission.

Craig Shim, Director, Alphacrane Intercultural Specialists

Craig Shim, Alphacrane Intercultural Specialists

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