Airline Customer Service: Strategy Design and Implementation (Classroom, 3 days)



About

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.

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

Next class

Airline Customer Service: Strategy Design and Implementation (Classroom, 3 days)

Senegal, Dakar (IATA)
7 - 9 October, 2020
Register before 09 Jul, 2020 for a 20% discount
Please register by 16 Sep
All prices are before tax. Class no: 109589 English
Dev. Nations
USD 1,470
Member
USD 1,890
Regular
USD 2,100

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

Download the Outline

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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