Airline Customer Service for the Leadership & Management Training Program


About

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

This training program combines IATA's trusted Airline Customer Service course with Harvard ManageMentor© (HMM), a state-of-the-art, media-rich training platform furnished by Harvard Business School faculty, global business leaders and practitioners in the field of leadership development.

Download the Outline

Course Code: TALM-51-HLM

Course format

IATA Airline Cabin Crew Training course
  • 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.

10 HMM© courses

  • Additional time will be required for the 10 HMM© modules. Each HMM© self-study module requires approximately 2-4 hours of study. Access to the HMM© platform is valid for 6 months (enrollment validity) from the date access is provided, with exams administered online.

Registration information

Enrollment

  • Enrollment fees include both the IATA course and access to the HMM© platform.
  • Upon payment, you will receive access to all HMM© content for a six-month period.

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.

Registration

Dev. Nations
USD 1,000 (eBook)
Regular
USD 1,150 (eBook)
English

What you will learn

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
  • Build or refresh management and leadership skills
  • Respond to management challenges effectively

Course content

IATA course topics

  • Improved Standard of Customer Service
  • Verbal & Non-verbal Communication Skills
  • Customer Contact Techniques
  • Cross-cultural Awareness
  • Managing stress
  • Harvard ManageMentor modules

HMM access

This valuable online reference tool, used by companies around the world, will help you handle day-to-day management issues.

HMM offers the following on-demand features to help you achieve more on the job:

  • Concise lessons and tools for fast and effective learning
  • Videos featuring Harvard University faculty, trusted experts, and next-generation emerging leaders
  • Editor’s Choice articles featuring up-to-the-minute business expertise, selected and updated quarterly by Harvard Business Publishing editors
  • Hundreds of new checklists, self-assessments, worksheets, and handouts to facilitate the application of new ideas to your own work environment
  • Personalized experience: goals, skill development, and action planning to help you quickly apply new skills
  • Post-topic, On-the-Job component where you work on your action plan and receive content, tips, and reminders

Who should attend

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

Certificate awarded

  • You will receive an IATA Certificate upon successful completion of the IATA exam.
  • A Harvard ManageMentor© certificate of completion is awarded for each module, provided you obtain a passing grade of 70%. You may track your progress within the HMM platform.

How to claim your Diploma

  • Upon successful completion of the 10 required HMM© modules and the IATA course, contact us to claim your IATA Leadership and Management Diploma.

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

Harvard ManageMentor© Exam

  • Exam Delivery Method: Online assessment
  • Exam Format: Multiple-choice questions
  • Number of Questions: 10 or less per HMM module
  • Time Allowed: The assessment can be retaken as many times as you need to pass
  • Passing Grade: You must score at least 70% on the assessment.

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