They need enabling through your browser settings to access your account or purchase a course. Not sure how? Check www.iata.org/popups
You'll need to enable your pop-ups on this website and the IATA Customer Portal.
Customer Service: An Aviation Perspective (LIVE virtual classroom)
Studies prove that it can cost 5 times more to attract a new customer compared to retaining a customer. Great customer service is key to retention and therefore it is critical for a business to provide consistently excellent service. With new technologies being introduced to the market, customer service teams need to be even better equipped to work with limited face-to-face interaction while being culturally and emotionally educated. This course runs over 3 days with 3 hours a day of live interactive learning with an instructor, complemented with case studies and other learning materials to study at your own pace each day. This course will help you develop an understanding of customer service; key skills to create lasting and satisfying relationships with customers; and to deal with customer conflict resolution from an aviation perspective. A must-have to keep up with the demands within this global industry which is experiencing an increasing number of passengers and operates within a constantly changing and challenging environment.
Course code: TAPH-99-VC
The live sessions of this virtual classroom course are delivered by an official IATA Instructor.
The course will take you approximately 18 hours to complete and be held over 3 consecutive days.
There will be 2 live interactive virtual classroom sessions per day, each session will be 180 minutes.
The live sessions will require your participation, with multiple Q&A sessions and additional time spent on self-study material including projects, research, additional reading and videos.
Student performance will be based on an assessment.
We schedule our virtual classroom courses through one of 3 virtual venues, each in a different time zone for your convenience. For more information, please visit our page on virtual classroom timing or contact our Customer Portal.
Please check the exact schedule of each class below (View more details) and click ‘Register’.
Describe the role of customer service within the aviation business environment
Contrast the motivations of employees and customers during normal and stressful customer interactions
Handle customers in a manner that displays knowledge of social styles and cross-cultural awareness
Transform customer complaints and conflicts into positive outcomes for the business
The key topics that are covered during this course include:
The value of customers
Customer expectations of service quality
Effective communication in customer retention
Self-awareness in the delivery of customer service
Customer service in a culturally-diverse operating environment
The importance of front-line employees
Future trends in customer service delivery
Who should attend
This course is recommended for:
Front-line employees, supervisors and managers from the aviation industry
Business professionals wishing to enhance or refresh their knowledge of customer service or new to their responsibility
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.