Customer Service: An Aviation

Perspective
3-day virtual classroom course (15 hours of study)
This course will be delivered on a virtual platform through live, interactive instructor-led classroom sessions.
There will be 2 sessions per day, each session will be 90-120 minutes.
Studies prove that it can cost 5 times more to attract a new customer compared to retaining a customer. Great
customer service is key to retention and therefore it is critical for a business to provide consistently excellent
service. With new technologies being introduced to the market, customer service teams need to be even
better equipped to work with limited face-to-face interaction while being culturally and emotionally educated.
This course runs over 3 days with 3 hours a day of live interactive learning with an instructor, complemented
with case studies and other learning materials to study at your own pace each day. This course will help you
develop an understanding of customer service; key skills to create lasting and satisfying relationships with
customers; and to deal with customer conflict resolution from an aviation perspective. A must have to keep up
with the demands within this global industry which is experiencing an increasing number of passengers and
operates within a constantly changing and challenging environment.

Objectives Key topics

Upon completion of this course you will be able to: ▪ The value of customers
▪ Customer expectations of service quality
Describe the role of customer service within the ▪ Effective communication in customer
aviation business environment retention
▪ Self-awareness in the delivery of customer
Contrast the motivations of employees and service
customers during normal and stressful customer ▪ Customer service in a culturally diverse
interactions operating environment
▪ The importance of front-line employees
Handle customers in a manner that displays ▪ Conflict resolution
knowledge of social styles and cross-cultural ▪ Future trends in customer service delivery
awareness
Format
▪ Live, interactive instructor-led virtual
Transform customer complaints and conflicts into
classroom sessions
positive outcomes for the business
▪ Multiple Q&A sessions
Target audience ▪ Self-study material
▪ Front-line employees, supervisors and ▪ Exercises, case studies
managers from the aviation industry ▪ Assessment
▪ Business professionals wishing to enhance or
refresh their knowledge of customer service Technical requirements
or new to their responsibility ▪ Please check the hardware, software and
Recommended level network requirements
▪ Entry-level
▪ Intermediate Prerequisites
There are no prerequisites for this course.

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Certificate awarded
An IATA Certificate is awarded upon successful
completion of the course and an assessment

Table of contents
Introduction to Customer Service Customer contact
▪ Benefits of customer service training ▪ Frontline staff
▪ Customer service in the service processing ▪ The primacy / recency effect
operation ▪ Brand representation
▪ Value of customers ▪ Business knowledge
▪ Difference between customer service and ▪ The norm of reciprocity
customer satisfaction ▪ Future trends
▪ Customer expectations of service quality
▪ Customer retention Customer complaints and conflict
▪ How aviation treats customers ▪ Why do customers complain
▪ The airline product as a service ▪ Benefits of complaints

▪ How customers rate aviation service ▪ Handling complaints

▪ Understanding conflict
Emotional intelligence ▪ Conflict resolution and strategies
▪ What is emotional intelligence?
▪ Emotional competences
▪ Emotional intelligence: an aviation
perspective

Social Styles
▪ Self-awareness
▪ The four social styles
▪ Complementing social styles

Cross-cultural awareness
▪ What is culture?
▪ Cultural diversity
▪ Cultural sensitivity
▪ High / Low context cultures
▪ Hofstede’s dimensions of national culture

www.iata.org/training-taph99-vc

Please contact us www.iata.org/cs if you have any questions

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