Airline Customer Service: Strategy Design and Implementation (classroom)

CLASSROOM

Select this course in another language

• es

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.

Course Code: TALM-08

Course format

• This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
• 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

Next class

Airline Customer Service: Strategy Design and Implementation (classroom)

United States, Miami (IATA, ACCET Accredited)

30 August - 1 September, 2023

Register before Aug 09, 2023 to take advantage of the USD100 Early Bird discount. The price below includes this discount.

Please register by 09 Aug

Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 171985 English

Dev. Nations

USD 1,485

Member

USD 1,935

Regular

USD 2,165

View more details View fewer details

The IATA Training Center in Miami is ACCET Accredited

Miami Training Center Information

Register

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

The key topics that are covered during this course include:

• 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

This course is recommended for:

• 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.

This course is a step toward earning an IATA Diploma

Diploma

Passenger Experience Excellence Diploma

Designed to cover passenger experience and digital transformation trends to provide your passengers with a seamless, secure and efficient travel journey that is highly personalized.

• English
• 中文
• Español

Diploma

Airline Management Diploma

Gain the skills to anticipate, respond, and adapt to the demands of a changing industry.

• English
• Español