Airline Customer Service Fundamentals

3-hour e-learning course

This e-learning course is designed to upskill and introduce new skills for existing frontline airline staff and benefit new entrants to deliver on business objectives to meet the increased expectations of airline customers. As the airline industry is changing so are the needs of its customers. This course will prepare you to address customer service needs and expectations post-COVID-19.

The diverse customer base and the increased personalization through automation as a result of the COVID-19 pandemic pose challenges to the airline’s frontline employees. Airline customer service is about interacting with customers at any point in their journey and improving their overall in-airport and in-flight experience.

Course Code: ALC011ELEN01

Group discounts
Discounts are available for bulk orders. Please contact us for more information.

Course format

• This self-study e-learning course requires approximately 2 hours of study, including
  1 hour of on-demand video, to be completed within 6 months from the purchase date (enrollment validity).
• After the enrollment validity expires, the users will not have access to the course content and will not be able to take the assessment.
• The recommended level for this course is Entry-level.
• Student performance will be based on an assessment. Please refer to the Assessment Information below for more details.

Registration information

• Please refer to our payment methods and applicable taxes.
• When you click to purchase the course, you will be directed to log in to your Training Profile through our Customer Portal.
• Are you purchasing the course for several people at once? Please find out how on our Payment page.

Upon completing this course, you will have the skills to:

• Describe the impact of current challenges on customer service
• Explain the importance of delivering personalized customer service
• Explain the benefits of self-awareness in a customer service role
• Describe the cultural differences that the staff should be aware of
• Use communication skills to resolve customer complaints and conflicts
• Describe strategies for resolving customer complaints quickly and effectively

The key topics that are covered during this course include:

• Introduction to airline customer service
• Communication skills
• Emotional intelligence vs. emotional competence
• Cross-cultural awareness
• Customer contact techniques
• Dealing with complaints and conflict

This course is recommended for:

• Aviation professionals
• General public

Upon successful completion of the assessment, you will be granted an Award that you can print for your records.

Assessment information

Please read the General Information on Self-study exams.

• Method: Unsupervised online exam The assessment can be taken at any time at your convenience.
• Format: 30 multiple-choice questions
• Time allowance: 1.5 hours
• Passing grade: 70% correct answers
• Number of assessment attempts: 2

Important note: The assessment should be accessed after you have completed the course module. Once you have started the assessment you can no longer access the course module.