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Airline Customer Service

这个课程也可用中文授课。

DescriptionPrices & RegistrationExam Schedule
Did you know that in the past 3 years, 2318 participants from 56 countries have taken this course with IATA?

About

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

Course format

This distance learning course is available in Printed or eTextbook format.
  • This course requires approximately 45 hours of study, to be completed in 18 months.
  • Student performance will be based on an examination. Please refer to the Exam Information below for more details.

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.

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

An IATA Certificate is awarded upon successful completion of the final examination.

Exam information

Please read the General Information on Distance Learning Exams, and check the Distance Learning - Course edition list for exams when booking your exam.

  • 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, Closed Text Book
  • Number of questions: 100
  • Time Allowance: 3 hours
  • Passing Grade: 60 correct answers
  • Distinction Grade: 90 correct answers
  • Number of exam attempts: 2

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

Additional information

Further training
Graduates of this course can apply for the Harvard ManageMentor (HMM) distance learning program at a special graduate price.

iPad package
Select any 4 of the 8 courses that are required for the Aviation Studies Diploma in eTextbook format and receive them with a free iPad. Learn more

Subject areas

Find related courses:

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Additional information