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

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

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

• 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 electonic devices. Benefit from discounted rates and save on shipping! Register here (pdf).

3. Customers in Europe may contact training.europe@iata.org for information.