Drive outstanding customer service with the winning combination of knowledge, skills, and attitude.
Course format This distance learning course is available in Printed or eTextbook format.
- This course requires approximately 45 hours of study, to be completed in 18 months.
- Student performance will be based on an examination. Please refer to the Exam Information below for more details.
What you will learn
Upon completing this course you will have the skills to:
Learn techniques of effective communication and customer contact
Understand the various social styles and cultural differences of airline customers
Gain knowledge about new trends in customer service
- Improved Standard of Customer Service
- Verbal & Non-verbal Communication Skills
- Customer Contact Techniques
- Cross-cultural Awareness
- Managing stress
Chapters include review questions, discussion questions and a reading list of appropriate books for reference.
Who should attend
This course is recommended for:
- Ticket office, reservations, check-in, traffic, operations, baggage service and information desks staff
- Cargo reservations and receiving staff
- Public relations and sales support personnel
- Flight attendants
An IATA Certificate is awarded upon successful completion of the final examination.
Please read the General Information on Distance Learning Exams, and check the Distance Learning - Course edition list for exams when booking your exam.
- Exam Delivery Method: Supervised exam in IATA Exam location. Physical Attendance is required. Depending on exam venue availability online exams are available.
- Exam Format: Multiple Choice questions, Closed Text Book
- Number of questions: 100
- Time Allowance: 3 hours
- Passing Grade: 60 correct answers
- Distinction Grade: 90 correct answers
- Number of exam attempts: 2
This course is a step toward earning an IATA Diploma in:
Graduates of this course can apply for the Harvard ManageMentor (HMM) distance learning program at a special graduate price.
Select any 4 of the 8 courses that are required for the Aviation Studies Diploma in eTextbook format and receive them with a free iPad. Learn more