About the course

3-day (24 hours) classroom course

Providing excellent customer service is essential to the long-term viability of every business. In today's climate where every customer service provider is under pressure, we appreciate the importance of building lasting, valuable relationships with customers. This course introduces the fundamental elements of customer service and explains how they can be applied in any organization, for all employees, ensuring you are equipped to meet and exceed the customer's expectations. You will learn about customer needs and demands, the ethics of customer service, and customer contact techniques to help your business develop its customer service program to the highest level.

Course code: TCGP-70

Course format

• This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
• Take this course at an IATA Training Center, Regional Training Partner, or on-demand as in-house training.
• Student performance will be based on an assessment.

Prerequisites

• Participants should have prior knowledge of air cargo procedures.
• 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

• When you click the Register button, you will be directed to log in to your Training Account.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

In-house training

To arrange in-house training for your company, please complete the in-house training request form or contact the Training Specialist in your region.

What you will learn

Upon completion of this course you will be able to:

• Describe the principles of customer service excellence
• Apply the fundamental aspects of customer service in a business
• Recognize the various social styles and cultural differences of airline customers
• Develop customer loyalty and feel confident in any customer situation
• Communicate and collaborate with customers utilising efficient communication processes
• Obtain customer feedback to continuously refine a customer service program

Course content

The key topics that are covered during this course include:

• Basic principles of customer service
• Communication styles
• Building trust and service ethics
• Customer loyalty
• Net promoter score
• Customer lifetime value
• Customer relationship management
• Key account management

Activities

• Interactive exercises
• Classroom discussions
• Examination

Who should attend

This course is recommended for:

• Customer service staff with airlines, handling agents and air cargo agents/forwarders
• Sales executives/ Key account managers
• Reservation staff

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.