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Customer Service for Civil Aviation Authorities (CAA) and Air Navigation Service (ANS) Providers (Classroom, 5 days)


DescriptionPrices & Registration

About

Improve customer relationship management and customer service for Civil Aviation Authorities (CAA) and Air Navigation Service Providers (ANSP).

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

Course format

  • This classroom course provides 5 days (40 hours) of instruction delivered by an official IATA Instructor.
  • Student performance will be based on an assessment

Prerequisites

  • There are no prerequisites for this course
  • Recommended level is Management and Professional
  • The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or equivalent for other languages.

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What you will learn

Upon completing this course you will be able to:

  • Develop customer satisfaction and comparative customer value strategies
  • Create and manage a customer service plan

Course content

  • Customer service management issues
  • Managing and measuring ANS performance
  • Planning a customer service operation
  • Developing customer service strategies
  • Team work exercises

Who should attend

This course is recommended for:

  • ANS providers
  • Civil Aviation Authorities

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

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Additional information