Customer Service (Classroom, 3 days)


Learn how to handle difficult customers and situations confidently, maximize each customer contact, and develop loyalty.

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

Course code: TAPH-42

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


  • 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

There are no scheduled classes at the moment

What you will learn

Upon completing this course you will have the skills to:

  • Handle difficult customers and situations
  • Make the most of every customer contact
  • Develop customer loyalty
  • Feel confident in any customer situation

Course content

  • Defining Good Customer Service
  • Achieving Real Excellence in Customer Service
  • Dealing with Difficult, Rude or Indifferent Customers
  • Caring for Yourself as well as your Customers
  • Handling Complaints with Empathy and Efficiency

Who should attend

This course is recommended for:

  • Customer Service managers
  • Customer Service staff
  • Account managers
  • Account management teams

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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