Customer Service: An Aviation Perspective (classroom)

Did you know that in the past 3 years, 127 participants from 10 countries have taken this course with IATA?

3-day (24 hours) classroom course

Studies prove that it can cost 5 times more to attract a new customer compared to retaining a customer. Great customer service is key to retention and therefore it is critical for a business to provide consistently excellent service. With new technologies being introduced to the market, customer service teams need to be even better equipped to work with limited face-to-face interaction while being culturally and emotionally educated.

The IATA Customer Service: An Aviation Perspective course runs over 3 days and will help you develop an understanding of customer service; key skills to create lasting and satisfying relationships with customers; and to deal with customer conflict resolution from an aviation perspective. A must-have to keep up with the demands within this global industry which is experiencing an increasing number of passengers and operates within a constantly changing and challenging environment.

Course code: TAPH-99

Course format

• This course runs over 3 days, with 3 hours a day of live interactive learning with an instructor, complemented with case studies and other learning materials to study at your own pace each day.
• 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.

Upon completing this course you will be able to:

• Describe the role of customer service within the aviation business environment
• Contrast the motivations of employees and customers during normal and stressful customer interactions
• Handle customers in a manner that displays knowledge of social styles and cross-cultural awareness
• Transform customer complaints and conflicts into positive outcomes for the business

The key topics that are covered during this course include:

• The value of customers
• Customer expectations of service quality
• Effective communication in customer retention
• Self-awareness in the delivery of customer service
• Customer service in a culturally-diverse operating environment
• The importance of front-line employees
• Conflict resolution
• Future trends in customer service delivery

Activities

• Group work and discussions
• Quizzes and polls
• Case studies
• Pre and post session activities
• Participant breakout sessions

This course is recommended for:

• Front-line employees, supervisors and managers from the aviation industry
• Business professionals wishing to enhance or refresh their knowledge of customer service or new to their responsibility

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.