About
Learn how to exceed your customer’s expectations!
Understand the concepts and processes required to design and implement a successful customer service strategy at an airline. Improve the way your employees handle customer interactions and emergency situations, and learn how to develop a customer service culture in your team. With the help of industry case studies and hands-on exercises, build your own strategy proposal during the course.
Course format
Prerequisites
- The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or equivalent for other languages.
Next class
Sep 11 - Sep 13, 2017 - Singapore, Singapore (IATA)
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1 additional class is scheduled. See all
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What you will learn
At the end of this course you will be able to:
- Design a customer service strategy and implementation plan to deliver consistently superior service across different customer touchpoints
- Identify current trends, issues and opportunities related to the design and implementation of an effective customer service strategy
- Understand the role of the customer service strategy and proposition within an airline’s vision, mission and brand positioning statements
Course content
- State of the airline industry and key performance indicators
- Airline business models and strategies
- Brand and customer service value propositions
- Airline customer service touchpoint, benchmark and best practices analysis and development
- Airline customer service training content design and implementation
- Processes and activities during irregular operations and contingency planning
Activities:
- Case studies
- In-class presentation
Download full outline and schedule
Who should attend
- Frontline supervisory staff
- Airline managers
- Customer service managers
Certificate awarded
An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.
This course is a step toward earning an IATA Diploma in:
Additional information
About IATA Classroom Training
We train more than 10,000 aviation professionals annually through our global network of IATA Training Centers, Regional Training Partners, and in private in-company sessions. Our 200+ classroom courses are developed using IATA’s unique industry insight and delivered by IATA Instructors, experts in their fields.
More
Further training
Graduates of this course can apply for the
Harvard ManageMentor (HMM) distance learning program at a special graduate price.
Subject areas
Request in-company training
Send us an email or contact the salesperson in your region by phone or fax.
Register for a scheduled course
Select a session from the below list to get started. Register early and
save up to 20%! The discount will be made automatically at time of payment.
Turkey, Istanbul (TKAA-RTP)
Class no : 62242 |
Sep 18 - Sep 20, 2017
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See details |
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Register
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This class is offered in cooperation with Turkish Airlines
Aviation Academy and is confirmed to take place. The regional price applies to residents of Turkey.
For information and to register, please contact:
Turkish Airlines Aviation Academy
Ataturk Airport; Gate B 34149 Yesilkoy
Istanbul, Turkey
E-mail:
tkaaiatatrainings@thy.com
Phone: +90 (212) 463 63 63 - 12360 - 14257 - 13101
Benefit from the Early Bird discount of 20% if you register 3 months prior to the course start date or USD $ 100 if you register 3 weeks prior to the course start date.
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Category
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Price (USD, before taxes)
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Non-Members
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$2,100.00
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Members
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$1,785.00
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Developing Nations
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$1,470.00
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Regional Participants
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$0.00
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