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Airline Customer Service with Harvard ManageMentor

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About

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

Key topics

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

Harvard ManageMentor (HMM) incorporates state-of-the-art, media-rich content furnished by Harvard Business School faculty, global business leaders and practitioners in the field of leadership development. It is a valuable online reference that companies around the world trust to help boost individual and corporate performance by helping you handle the small and large Management & Leadership issues you face. 

In addition to the key principles in each area, topics are supported with video insights from leaders and experts, Harvard Business School case studies, Harvard Business Review articles, templates, checklists, discussion outlines and other resources to enable deeper understanding.

Upon enrolment, you will receive access to over 40 modules, valid for 8 months; however, you are only required to successfully complete 10 modules. Each module is 2-4 hours long. You can select topics that better reflect your training and development criteria:

  • Selection by category: Managing Yourself, Managing Others, Managing the Business
  • Selection by role: First-Time Manager, Mid-Level Manager, Senior Manager

At the end of each module, a certificate of completion is awarded to those who pass each module with 70% and have viewed 70% of the course content.

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

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

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

Additional information

Combined, the Harvard ManageMentor modules and this Distance Learning course in eBook format will provide you with the Leadership and Management skills you need to succeed in your organization.

At the end of each module, a certificate of completion is awarded to those who pass each module with 70% and have viewed 70% of the course content.

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

NOTE: The fees include the Aviation Distance Learning course and access to the HMM modules.

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Additional information

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