Airline Customer Service Fundamentals
Airline Customer Service Fundamentals
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About the Course
This e-learning course is designed to upskill and introduce new skills for existing frontline airline staff and benefit new entrants to deliver on business objectives to meet the increased expectations of airline customers. As the airline industry is changing so are the needs of its customers. This course will prepare you to address customer service needs and expectations post-COVID-19.
The diverse customer base and the increased personalization through automation as a result of the COVID-19 pandemic pose challenges to the airline’s frontline employees. Airline customer service is about interacting with customers at any point in their journey and improving their overall in-airport and in-flight experience.
What you will Learn
Upon completing this course you will have the skills to:
- Describe the impact of current challenges on customer service
- Explain the importance of delivering personalized customer service
- Explain the benefits of self-awareness in a customer service role
- Describe the cultural differences that the staff should be aware of
- Use communication skills to resolve customer complaints and conflicts
- Describe strategies for resolving customer complaints quickly and effectively
Course Content
The key topics that are covered during this course include:
- Introduction to airline customer service
- Communication skills
- Emotional intelligence vs. emotional competence
- Cross-cultural awareness
- Customer contact techniques
- Dealing with complaints and conflict
Exam Information
Method: Unsupervised online exam
- The exam/assessment can be taken at any time at your convenience.
- Format: 30 multiple-choice questions
- Time allowance: 1.5 hours
- Passing grade: 70% correct answers
- Number of exam attempts: 2
Who Should Attend
This course is recommended for:
- Aviation professionals
- General public
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