Air Cargo Customer Service

1-day (8 hours) classroom course

Providing excellent customer service is essential to the long-term viability of every business. This course introduces the fundamental elements of customer service and explains how they can be applied in any organization, for all employees, ensuring they are equipped to meet and exceed the customer's expectations. You will learn about customer needs and demands, the ethics of customer service, and customer contact techniques to help your business to develop its customer service program to the highest level. In addition, participants will learn how to efficiently handle air cargo claims, by studying existing legal instruments, examining key areas of claims, learning of documentary requirements and going through relevant procedures and best practices for satisfactory claims resolution.

Course Code: CGC055VEEN01

Course format

• This classroom course provides 1 day (8 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

• Participants should have prior knowledge of Air Cargo Business.
• Recommended level is Entry-level and Intermediate.
• The recommended level of language proficiency is ICAO Operational Level 4 or the equivalent for courses held in languages other than English.

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

Upon completing this course, you will be able to:

• Discuss the principles of customer service excellence and apply the fundamental aspects in business
• Recognize the various social styles and cultural differences of air cargo customers and develop customer loyalty
• Communicate and collaborate with customers utilising efficient communication processes and feel confident in any customer situation
• Know more about the legal instruments in air cargo industry and make claims more effective and efficient within the process of cargo claims
• Know obligations and rights of a claimant

The key topics that are covered during this course include:

• Basic principles of air cargo customer service
• Building trust and service ethics and communication styles
• Customer experience and lifetime value
• Customer loyalty and relationship management
• Nature, sources and principles of legal framework in air cargo industry
• General Conditions of Carriage & Conditions of Contract
• Obligation and right of the shipper / consignee / claimant
• Cargo Claims Handling Procedures, awareness and prevention

This course is recommended for:

• Customer service, reservation and sales staff of air cargo logistics companies
• Airline and freight forwarders insurance manager, legal counsel and claim handling responsible, aviation lawyers
• Air Cargo Procedures

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on an assessment. A special distinction is awarded to participants obtaining a grade of 90% or higher.