About

Drive outstanding customer service with the winning combination of knowledge, skills, and attitude. Frontline airline customer service professionals, such as ticket reservation staff, check-in and gate agents, and cabin crew, work in one of the most dynamic industries.In this course, we will examine how the Internet, social media and new technologies are changing airline customer service. We will discuss several examples of how airlines are keeping up with these changes to meet customer needs and stay competitive.

Course Code: SIFTAV-03

What you will learn?

Upon completing this course you will have the skills to:

• List and describe techniques of effective communication and customer contact
• Summarize and set out the characteristics of the various social styles and cultural differences of airline customers
• Describe new trends in customer service

Course content

• Improved standard of customer service
• Verbal and non-verbal communication skills
• Customer contact techniques
• Cross-cultural awareness
• Managing stress

Certificate awarded

An IATA Certificate is awarded to participants successfully passing the final exam.