In this 2-day course you will learn how to leverage customer insights to provide cost savings, continuous improvement, and enhanced and targeted marketing through the design of seamless, efficient and personalized passenger experiences. You will learn why, what and how to measure your performance so that you can provide meaningful, actionable insights to your organization to improve customer satisfaction and loyalty, streamline your resources and identify key improvement areas. You will learn about building a strong Voice of the Customer program in your customer experience strategy and be exposed to customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) or Customer Effort Score (CES). Get a closer look at the methodology used in the IATA Airs@t Passenger Satisfaction Benchmark being an industry standard for airlines’ customer experience measurement. These practical tools and measures will set you up for success towards becoming a customer-centric organization.
This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.
Course code: TALG-90
Please note that prices DO NOT include the 6% Chinese VAT. The VAT must be paid additionally if applicable to your registration.
Upon completing this course you will be able to:
This course is recommended for:
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.