Airport Customer Service (Classroom, 3 days)


About

Drive a culture of excellence around customer service and communication.

This course covers the principles of customer service from the perspective of passengers, airlines and airport businesses. Learn how to manage different categories of customers and service consumers, and how you can meet their respective needs within your organization.

This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.

Course Code: TAPP-18

Course format

  • This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
  • Student performance will be based on an assessment

Prerequisites

  • Participants should have prior knowledge of airport business and operations
  • Recommended level is Entry-level and Intermediate
  • The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

There are no scheduled classes at the moment

What you will learn

On completion of this course you will be able to:

  • Understand the principles of customer service excellence
  • Introduce a customer service program leading to the creation of a quality service culture throughout the organization
  • Focus on customer satisfaction
  • Evaluate current customer processing tools, e-services and social media applications

Course content

  • Airport environment
    • Terminal services
    • Airport facilities analysis
    • Passenger terminal as a system
  • Customer focus
    • Passenger profile
    • Airline service profile
    • Passenger needs analysis
  • Maximizing communication
    • Use of social media and e-services
    • Managing feedback and interaction
    • Cross cultural awareness
  • Stakeholder needs analysis
  • Basic quality control

Download the Outline

Supporting Materials

Who should attend

This course is recommended for:

  • Airport terminal managers and supervisors
  • Service managers
  • Airport terminal service providers
  • Airline managers

Certificate awarded

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.

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