Airline Customer Service: Strategy Design and Implementation (classroom)

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Did you know that in the past 5 years, 82 participants from 19 countries have taken this course with IATA?

About the course

3-day (24 hours) classroom course

Learn how to exceed your customer’s expectations!

Understand the concepts and processes required to design and implement a successful customer service strategy at an airline. Improve the way your employees handle customer interactions and emergency situations, and learn how to develop a customer service culture in your team. With the help of industry case studies and hands-on exercises, build your own strategy proposal during the course.

This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.

Download the Outline

Course Code: TALM-08

Course format

  • This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
  • Student performance will be based on an assessment

Prerequisites

  • 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 arrange in-house training for your company: Complete the in-house training request form or contact the salesperson in your region.

Next class

Airline Customer Service: Strategy Design and Implementation (classroom)

United Kingdom, London (IATA)
17 - 19 May, 2023
Register before 14 Feb, 2023 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 26 Apr
All prices are before tax and include applicable discounts.
Class no: 173034
English
USD 1,176
USD 1,512
Regular
USD 1,680

2 additional classes are scheduled

Airline Customer Service: Strategy Design and Implementation (classroom)

United States, Miami (IATA, ACCET Accredited)
30 August - 1 September, 2023
Register before 30 May, 2023 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 09 Aug
All prices are before tax and include applicable discounts.
Class no: 171985
English
USD 1,176
USD 1,512
Regular
USD 1,680

Accett

The IATA Training Center in Miami is ACCET Accredited


A regional course discount (up to 10% discount) is available for classroom courses at IATA Training Centers in the Americas (excluding Canada).

To claim the discount, enter 'LatAmTraining' in the promotional code field during your registration. The discount will be deducted automatically from the course price. This discount will be applied in addition to any qualifying early bird promotion.

Miami Training Center Information

Airline Customer Service: Strategy Design and Implementation (classroom)

Switzerland, Geneva (IATA)
6 - 8 December, 2023
Register before 05 Sep, 2023 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 15 Nov
All prices are before tax and include applicable discounts.
Class no: 172111
English
USD 1,176
USD 1,512
Regular
USD 1,680

What you will learn

At the end of this course you will be able to:

  • Design a customer service strategy and implementation plan to deliver consistently superior service across different customer touchpoints
  • Identify current trends, issues and opportunities related to the design and implementation of an effective customer service strategy
  • Recount the role of the customer service strategy and proposition within an airline’s vision, mission and brand positioning statements

Course content

  • State of the airline industry and key performance indicators
  • Airline business models and strategies
  • Brand and customer service value propositions
  • Airline customer service touchpoint, benchmark and best practices analysis and development
  • Airline customer service training content design and implementation
  • Processes and activities during irregular operations and contingency planning

Activities

  • Case studies
  • In-class presentation

Who should attend

  • Frontline supervisory staff
  • Airline managers
  • Customer service managers

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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