Customer Service: An Aviation Perspective (classroom)

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CLASSROOM

Did you know you can also take this course online? Find a session and register using the VIRTUAL CLASSROOM schedule

About the course

3-day (24 hours) classroom course

IATA Customer Service: An Aviation Perspective aviation training course

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.

Download the Outline

Course code: TAPH-99

Course format

Prerequisites

  • 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

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.

Next class

Customer Service: An Aviation Perspective (classroom)

China, Beijing (IATA)
1 - 3 April, 2024
Register before Jan 01, 2024 to take advantage of the 20% Early Bird discount (only for payment by credit card or ICH)*. The price below includes this discount. *Terms apply
Please register by 11 Mar
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 200751
English
USD 928
USD 1,192
Regular
USD 1,328

Please note that prices DO NOT include the 6% Chinese VAT. The VAT must be paid additionally if applicable to your registration.

Find out more about our IATA Training Center in Beijing, including details about the Training Center, a map to help you find it, and a schedule of all the upcoming courses being held in Beijing.

2 additional classes are scheduled

Customer Service: An Aviation Perspective (classroom)

Canada, Montreal (IATA, ACCET Accredited)
17 - 19 June, 2024
Register before Dec 17, 2023 to take advantage of the 25% Early Bird discount (only for payment by credit card or ICH)*. The price below includes this discount. *Terms apply
Please register by 27 May
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 200612
English
USD 870
USD 1,118
Regular
USD 1,245

Find out more about our ACCET Accredited IATA Training Center in Montreal, including details about the Training Center, a map to help you find it, and a schedule of all the upcoming courses being held in Montreal.

Accett

Please check if you are eligible to travel to Canada before you complete your registration.

Visas
Visa-exempt foreign nationals who fly to or transit through Canada will need an Electronic Travel Authorization (eTA). Exceptions include U.S. citizens and travelers with a valid visa. Do you need an eTA? Apply for your eTA (a CAD 7 fee applies). Please note that travelers or if you are booking for someone else, are responsible to request their visas through varying designated channels (consulates and/ or third party companies) in due time.

Discounts
A regional course fee (15% discount) is applied to course participants residing in Canada who attend classes at the Montreal Training Center. To claim the discount, enter YMQ-LOCAL in the promotional code field during your registration. The discount will be deducted automatically from the course price. These regional discounts will be applied in addition to any qualifying early bird promotion.

Taxes
As per the detailed procedure on our tax page, non-Canadian residents do not pay sales taxes if they advise us prior to their purchase.

Customer Service: An Aviation Perspective (classroom)

Belgium, Brussels (IATA)
4 - 6 November, 2024
Register before May 04, 2024 to take advantage of the 25% Early Bird discount (only for payment by credit card or ICH)*. The price below includes this discount. *Terms apply
Please register by 14 Oct
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 200588
English
USD 870
USD 1,118
Regular
USD 1,245

Find out more about our IATA Training Center in Brussels including details about the Training Center, a map to help you find it, and a schedule of all the upcoming courses being held in Brussels.

What you will learn

Upon completing this course you will be able to:

  • 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

Course content

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
  • Conflict resolution
  • Future trends in customer service delivery

Activities

  • Group work and discussions
  • Quizzes and polls
  • Case studies
  • 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

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.

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