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Serving the Travel Customer

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Knowledge of the travel industry and travel products is important but not enough to secure business sustainability and growth. The customer’s level of satisfaction will influence a purchase or repurchase decision. This objective of this customer service course is to provide essential strategies to ensure that frontline contact with the customer is remarkable.

What you will learn

Upon completing this course, you will be able to:

  • Explain why good customer service is important in the travel industry
  • Define customer service as an integral element in the travel professional’s role
  • List effective “do’s and don’ts” when serving customers via different communication channels
  • State the benefits of developing customer loyalty and strategies for building customer loyalty
  • Identify steps and methods for handling upset customers
  • Relate job performance to workplace stress and recommend coping strategies for travel professionals

Who should attend

  • Travel agents
  • Airline reservation or ticket agents 
  • Tour operators 
  • Call center agents

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Additional information

© International Air Transport Association (IATA) 2014. All rights reserved.