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Airline Customer Service

这个课程也可用中文授课。

DescriptionPrices & RegistrationExam Schedule

About

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

Available as: Distance Learning course
Duration: 40-45 hours plus 3 hours for exam
Recommended level: Entry-level
Prerequisites: None

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

Key topics

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

Chapters include review questions, discussion questions and a reading list of appropriate books for reference.

Note:

This course if offered in the following formats:

1. Textbook. candidates will receive the training material in paper-based format. To enroll, click on the "enroll" button below.

2. eBook: training material available in electronic format readable in all computers and portable electronic devices. Benefit from discounted rates and save on shipping! Register here (pdf).

3. With Harvard ManageMentor modules: more information

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

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

Additional information

Exam information

  • Exam Delivery Method: Supervised exam in IATA Exam location. Physical Attendance is required. Depending on exam venue availability online exams are available.
  • Exam Format: Multiple Choice questions
  • Number of questions: 100
  • Time Allowance: 3 hours
  • Passing Grade: 60 correct answers
  • Distinction Grade: 90 correct answers
  • Course edition applicable for the Exam: Please refer to this page

Subject areas

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