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
This course runs over 3 days with 3 hours a days of live interactive learning with an instructor, complemented with case studies and other learning materials to study at your own pace each day.
Student performance will be based on an assessment
There are no prerequisites for this course
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
To attend a class scheduled at one of our training centers: Register early and save up to 20%! Please read the Terms for the early bird discount. The discount will be calculated at the time of payment.
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
Group work and discussions
Quizzes and polls
Pre and post session activities
Participant breakout sessions
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.