Airline Customer Service

Frontline airline customer service professionals, such as ticketing 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 customers needs and stay competitive.

Course Objectives

The course objective is to enable students to acquire the skills to care for air transport passengers whilst complying with safety standards and procedures.

Upon completion of this course, participants will have the skills to:

  • Understand the cabin crew profession and current practices
  • Identify aircraft types and relevant cabin crew functions
  • Manage passenger interactions in a variety of circumstances
  • Recall emergency and safety procedures

Entry Requirements

No previous experience or qualification is required for enrollment.

Course Contents

Course Contents

  • Customer Service Basics
  • Effective Communication with Customers
  • Customer Retention
  • Service Recovery
  • Handling Difficult Customers
  • Service and Company Values
  • Representing the Company’s Brand