YOUR INVITATION TO REAL-WORLD INTERCULTURAL SKILLS FOR CUSTOMER SERVICE PROFESSIONALS AND VOLUNTEERS
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I’ve coached and trained hundreds of hospitality professionals, from hotel staff and concierge teams to international cabin crew, airport lounge staff, and check-in agents.
If you provide customer service to international or culturally diverse visitors, my international experience and intercultural expertise can help you enhance your service delivery.
Our services are designed to equip you with the skills to deliver service excellence, whether you're in hospitality, aviation, healthcare, or any other customer-facing industry.
Craig Shim, Alphacrane Intercultural Specialists
HOW CAN WE HELP YOU?
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ONLINE COURSES & RESOURCES
Our courses cover real-world challenges faced by customer service professionals and volunteers.
Whether you’re looking to overcome language barriers, embed culturally inclusive service language across your team, or minimise cross-cultural misunderstandings, these courses provide practical strategies for success.
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Example
Culturally Inclusive Service Language for Volunteers
» How to Communicate with International and Culturally Diverse Visitors
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COACHING, TRAINING & ADVICE
Our coaching, training, and advisory services help your team tackle organisation-specific challenges, such as tailoring service language to international guests or handling difficult customer behaviours.
Through interactive scenarios, participants become cultural investigators, analysing and solving real-world barriers to delivering culturally inclusive service while honing their Cultural Intelligence under Craig Shim's guidance.
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Example
CSI: Night At The Museum - Cultural Scenario Investigation. A confused visitor, a misinterpreted question, and a moment of tension … every cross-cultural encounter tells a story. Step into the shoes of your museum colleagues to investigate and solve real-world scenarios that arise from interacting with international and culturally diverse visitors.
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CONSULTANCY PROJECTS
We work with industries such as tourism and hospitality, public service agencies, healthcare providers, aviation, and international education to enhance their cultural inclusion practices.
Our consultancy projects vary in scope—some focus on specific services like reviewing the customer journey from a cultural perspective or tailoring culturally inclusive service language, while others may involve developing service delivery checklists or designing in-house cultural inclusion training programs.
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Example
Healthcare. Strategy development to embed Cultural Intelligence into patient care Standard Operating Procedures (SOPs) for a global healthcare provider
CRAIG SHIM'S EXPERIENCE
Customer Service with Cultural Intelligence
ASIA-READINESS SERVICE TRAINING FOR CRUISE SHIP AMBASSADORS
Craig Shim has been engaged by regional tourism organisations to train volunteer cruise ship ambassadors on delivering culturally inclusive service to international passengers, with a focus on Asian visitors.
His training covers topics such as quick techniques for overcoming language barriers, adapting service language to suit different cultural expectations, as well as recognising and addressing common cross-cultural misunderstandings.
CULTURALLY INCLUSIVE SERVICE TRAINING - AIRLINES AND AIRPORTS
Craig Shim has trained hundreds of cabin crew, airport lounge staff, and check-in agents for premium service airlines and international airports across Asia, New Zealand, and Australia.
His training focuses on delivering culturally inclusive service by adapting communication styles, managing cross-cultural interactions, and handling sensitive situations with cultural intelligence.
ASIA-READINESS STANDARD OPERATING PROCEDURES FOR HOTELS
Craig Shim was engaged by an international hotel chain to develop Asia-readiness Standard Operating Procedures (SOPs) for various departments, addressing the rise in Asian visitors.
These SOPs covered front office, housekeeping, and food & beverage departments, focusing on scenarios such as overcoming language barriers, adapting service for cultural preferences, and managing sensitive guest interactions like early check-ins, lost and found items, and buffet etiquette.
CUSTOMER SERVICE
Featured Course
Engaging with visitors from around the world can be immensely rewarding, though there are moments when communication can be challenging.
As a qualified intercultural business consultant, I’ll guide you through practical phrases, responses, and cross-cultural tips to help you navigate cultural differences, minimise misunderstandings, and create positive first impressions.
TAKE A LOOKMORE CUSTOMER SERVICE-RELATED COURSES
INSTRUCTOR PROFILE
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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, 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
