Learn how to handle difficult customers and situations confidently, maximize each customer contact, and develop loyalty.

Upon completing this course you will have the skills to:

• Handle difficult customers and situations
• Make the most of every customer contact
• Develop customer loyalty
• Feel confident in any customer situation

This course is recommended for:

• Customer Service managers
• Customer Service staff
• Account managers
• Account management teams

• Defining Good Customer Service
• Achieving Real Excellence in Customer Service
• Dealing with Difficult, Rude or Indifferent Customers
• Caring for Yourself as well as your Customers
• Handling Complaints with Empathy and Efficiency

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.

Improve your language skills through our joint programs with Rosetta Stone®, Berlitz® and other specialized language programs. More