Course Description
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.
IATA AUTHORISED
Course format
- This course requires approximately 45 hours of study to be completed in 12 months from the purchase date (enrollment
validity). After the enrollment validity expires, the users will not have access to the course content and will not be
able to take the exam.
- Student performance will be based on an examination.
What you will learn
Upon completing this course you will have the skills to:
- Student performance will be based on an examination.
- Summarize and set out the characteristics of the various social styles and cultural differences of airline customers
- Describe new trends in customer service
- Dangerous Goods Regulations Category 10 as per IATA DGR latest edition.
Course content
- Improved standard of customer service
- Verbal and non-verbal communication skills
- Customer contact techniques
- Cross-cultural awareness
- Managing stress
Activities
- Review and discussion questions
- List of reference books
Who should attend
This course is recommended for:
- Ticket office, reservations, check-in, traffic, operations, baggage service and information desk staff
- Cargo reservations and receiving staff
- Public relations and sales support personnel
- Flight attendants
One Month Airport Internship at RAK Airport UAE
Certifications:
- An IATA Certificate is awarded to participants successfully passing the final exam.
- Dangerous Goods Regulations Category 10 Certificate will be awarded which is approved by the Federal body of UAE General
Civil Aviation Authority {GCAA}.
Exam information
- Exam Method: Online exam with remote supervision by IATA
- Exam Format: Multiple Choice questions, Closed Text Book
- Number of questions: 100
- Time Allowance: 3 hours
- Passing Grade: 60 correct answers
- Distinction Grade: 90 correct answers
- Number of exam attempts: 2
