Airline Customer Service: Strategy Design and Implementation (classroom)

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

To arrange in-house training for your company, please complete the in-house training request form or contact the Training Specialist in your region.

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

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

This course is recommended for:

• Frontline supervisory staff
• Airline managers
• Customer service managers

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.