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. With Harvard ManageMentor modules: more information

4. Customers may contact us for more information.