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Airline Customer Service for the Leadership & Management Training Program

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About

Drive outstanding customer service with the with the winning combination of knowledge, skills, and attitude.

This training program combines IATA's trusted Airline Customer Service course with Harvard ManageMentor (HMM), a state-of-the-art, media-rich training platform furnished by Harvard Business School faculty, global business leaders and practitioners in the field of leadership development. 

Course format: This is a distance-learning program requiring 40-45 hours of online self-study.

What you will learn

Upon completing this course you will have the skills to:

  • Learn techniques of effective communication and customer contact
  • Understand the various social styles and cultural differences of airline customers
  • Gain knowledge about new trends in customer service
  • Build or refresh management and leadership skills
  • Respond to management challenges effectively

Key topics

IATA course topics

  • Improved Standard of Customer Service
  • Verbal & Non-verbal Communication Skills
  • Customer Contact Techniques
  • Cross-cultural Awareness
  • Managing stress
  • Harvard ManageMentor modules

HMM access

This valuable online reference tool, used by companies around the world, will help you handle day-to-day management issues.

HMM offers the following on-demand features to help you achieve more on the job:

  • Concise lessons and tools for fast and effective learning
  • Videos featuring Harvard University faculty, trusted experts, and next-generation emerging leaders
  • Editor’s Choice articles featuring up-to-the-minute business expertise, selected and updated quarterly by Harvard Business Publishing editors
  • Hundreds of new checklists, self-assessments, worksheets, and handouts to facilitate the application of new ideas to your own work environment
  • Personalized experience: goals, skill development, and action planning to help you quickly apply new skills
  • Post-topic, On-the-Job component where you work on your action plan and receive content, tips, and reminders

HMM module content

Who should attend

This course is recommended for:

  • Ticket office, reservations, check-in, traffic, operations, baggage service and information desks staff
  • Cargo reservations and receiving staff
  • Public relations and sales support personnel
  • Flight attendants

Certificate awarded

You will receive an IATA certificate upon successful completion of the IATA exam.

An HMM certificate of completion is awarded for each module, provided you obtain a passing grade of 70% and have viewed 70% of the course content. You may track your progress within the HMM platform.

Upon successful completion of the 10 required HMM modules and the IATA Cabin Crew Training course, contact us to claim your IATA Leadership and Management Diploma.

This course is a step towards earning an IATA Diploma in:

Subject areas

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Additional information

© International Air Transport Association (IATA) 2015. All rights reserved.