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.

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
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