Introduction

The airline industry is changing due to various reasons and so are the needs of its customers. In this fiercely competitive industry, what makes a particular airline stand apart, is the Customer Service it provides at various stages of the passenger journey. This e-learning course is designed for aspirants of this Frontline Airline Career and benefit new entrants to deliver on business objectives to meet the increased expectations of airline customers. The course is especially beneficial to the Tourism & Hospitality students & professionals.

What you will learn

• Airline Customer Service & its Importance
• Types of Airline Customer Services
• Airport Lounge Services
• Airport Apron-side Services
• Customer Service in Airport Terminal
• Customer Relationship Management
• Communication Skills
• Cross Cultural Awareness
• Customer Service Standards
• Extra-ordinary Situations
• Airline Customer Service Agent

Learning Outcomes

After completing this course, you should be able to:

• Understand Objectives of Airline customer service
• Gain knowledge about Duties of Airline Customer Service Agent
• Skills required to be a airline customer service agent
• Know about Commitments of airlines to passengers
• Understand different types of customers and how to deal with them
• Gain knowledge of Customer Service Standards
• Explain the importance of delivering personalized customer service
• Explain the benefits of self-awareness in a customer service role
• Understand the cultural differences that the staff should be aware of
• Learn techniques of effective communication and customer contact
• Use communication skills to resolve customer complaints and conflicts
• Know strategies for resolving customer complaints quickly and effectively