Drive a culture of excellence around customer service and communication.
This course covers the principles of customer service from the perspective of passengers, airlines and airport businesses. Learn how to manage different categories of customers and service consumers, and how you can meet their respective needs within your organization.
Available as: Classroom & In-Company course
Duration: 3 days (24 hours)
Recommended level: Professional and Management
Prerequisites: Participants should have prior knowledge of airport business and operations
Airport facilities analysis
Passenger terminal as a system
Airline service profile
Passenger needs analysis
Use of social media and e-services
Managing feedback and interaction
Cross cultural awareness
Stakeholder needs analysis
Basic quality control
Download full outline (pdf)
Note: Course participants receive a free copy of the IATA Facilitation Guide.
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.
Graduates of this course can apply for the Harvard ManageMentor (HMM) distance learning program at a special graduate price.
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