About

Drive outstanding customer service with the winning combination of knowledge, skills, and attitude. Frontline airline customer service professionals, such as ticket reservation staff, check-in and gate agents, and cabin crew, work in one of the most dynamic industries.In this course, we will examine how the Internet, social media and new technologies are changing airline customer service. We will discuss several examples of how airlines are keeping up with these changes to meet customer needs and stay competitive.

Course Code: TALM-51

Course format

This course is available in textbook and e-textbook format. Enrol with a Authorized Training Center to study these materials with the help of a local trainer, or alternatively you can choose to study these materials on your own.

• This course requires approximately 45 hours of study to be completed in 12 months from the purchase date (enrollment validity). After the enrollment validity expires, the users will not have access to the course content and will not be able to take the exam.
• Student performance will be based on an examination. Please refer to the Exam Information below for more details.

Registration information

If you are ordering printed materials that will require shipping, please check the shipping fees and applicable taxes.

Important: Please note that if you are purchasing courses for more than one person, you must create a User Account for each individual. Registration and payment must be done through each User Account. You cannot use one User Account to purchase courses for multiple individuals. However, you may pay for multiple individuals by one credit card or bank transfer through each individual’s User Account. If you pay by bank transfer, please attach a copy of the bank transfer issued by the sender’s bank to each individual’s order. If you are a company wishing to purchase courses for 10 or more employees, please Contact Us for more information on how to register multiple users.

What you will learn

Upon completing this course you will have the skills to:

• List and describe techniques of effective communication and customer contact
• Summarize and set out the characteristics of the various social styles and cultural differences of airline customers
• Describe new trends in customer service

Course content

• Improved standard of customer service
• Verbal and non-verbal communication skills
• Customer contact techniques
• Cross-cultural awareness
• Managing stress

Activities

• Review and discussion questions
• List of reference books

Who should attend

This course is recommended for:

• Ticket office, reservations, check-in, traffic, operations, baggage service and information desk staff
• Cargo reservations and receiving staff
• Public relations and sales support personnel
• Flight attendants

Certificate awarded

An IATA Certificate is awarded to participants successfully passing the final exam.

Exam information

Please read the General Information on Partner-taught / Self-study exams, and check the Course Edition List for Exams when booking your exam.

• Exam Method: Online exam with remote supervision or an exam in one of IATA’s Exam Centers (where physical presence is required)
• Exam Format: Multiple Choice questions, Closed Text Book
• Number of questions: 100
• Time Allowance: 3 hours
• Passing Grade: 60 correct answers
• Distinction Grade: 90 correct answers
• Number of exam attempts: 2