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 15 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 90-120 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 our 3 virtual venues:
Virtual Session Americas (IATA) Virtual classroom sessions will begin at the earliest at 10 am and end no later than 8 pm (UTC-5) e.g. Seattle 07:00-17:00, Lima 09:00-19:00, Montreal 10:00-20:00, Buenos Aires 11:00-21:00, London 15:00-01:00
Virtual Session Asia (IATA) Virtual classroom sessions will begin at the earliest at 10 am and end no later than 7 pm (UTC+8) e.g. Dubai 06:00-15:00, New Delhi 07:30-16:30, Beijing 10:00-19:00, Singapore 10:00-19:00, Sydney 12:00-21:00, Auckland 14:00-23:00
Virtual Session EMEA (IATA) Virtual classroom sessions will begin at the earliest from 9 am and end no later than 6 pm (UTC+2) e.g. London 08:00-17:00, Geneva 09:00-18:00, Dubai: 11:00-20:00, New Delhi 12:30-21:30, Beijing 15:00-24:00, Singapore 15:00-24:00
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 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.