THIS COURSE IS NOT AVAILABLE FOR DECEMBER SESSION
Drive outstanding customer service with the with the winning combination of knowledge, skills, and attitude.
Drive outstanding customer service with the with the winning combination of knowledge, skills, and attitude.
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
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
Key topics
- 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.
TBA
Key Facts
- Learn to:
- Greeting and assisting customers in a prompt, friendly and courteous manner
- Providing check-in assistance in terms of ticketing and reservations
- Should the need to arise, help the passenger in rebooking of itineraries and boarding passes for passengers
- Escorting passengers to the aircraft
- Providing accurate information about the flight’s arrival and departure times to the clients
- In the case of a special need by passengers, the customer service agent should promptly assist with all the checking in procedures
- Communicate effectively with both the personnel concerned as well as the passengers to express the status of the aircraft