About the course

3-day (24 hours) classroom 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.

Course code: TAPH-99

Course format

• 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.
• Take this course at an IATA Training Center, Regional Training Partner, or on-demand as in-house training.
• Student performance will be based on an assessment.

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

• When you click the Register button, you will be directed to log in to your Training Account.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

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.

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.