IATA Airline Customer Service
About The Course
Drive outstanding customer service with the winning combination of knowledge, skills, and attitude (KSA). 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 adapting to these changes to meet customer needs and stay competitive.
Course Objective
Upon completing this course, you will have the skills to:
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List and describe techniques of effective communication and customer contact
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Summarize and set out the characteristics of the various social styles and cultural differences of airline customers.
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Describe new trends in customer service.
Course Content
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Improved standard of customer service
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Verbal and non-verbal communication skills
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Customer contact techniques
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Cross-cultural awareness
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Managing stress
Who Should Attend
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Ticket office, reservations, check-in, traffic, operations, baggage service and information desk staff.
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Cargo reservations and receiving staff
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Public relations and sales support personnel
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Flight attendants
Certifications
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IATA and KHDA Certificates are awarded to participants successfully passing the final exam.
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A Dangerous Goods Regulations Certificate, approved by the UAE General Civil Aviation Authority (GCAA), will be awarded.
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An internship at Ras Al-Khaimah International Airport, UAE, is included.
Exam Information
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Exam Method: Online exam with remote supervision by IATA
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Exam Format: Multiple-choice questions, closed textbook
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Number of Questions: 100
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Time Allowance: 3 hours
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Passing Grade: 60% correct answers
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Distinction Grade: 90% correct answers
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Number of Exam Attempts: 2
Certifications
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An IATA Certificate is awarded to participants successfully passing the final exam.
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Dangerous Goods Regulations Category 10 Certificate will be awarded which is approved by the Federal body of UAE General Civil Aviation Authority {GCAA}.
Airport Operations Foundation Diploma
This Diploma is designed to address the audience of prospective Airport and Ground Operations professionals. The variety of available courses gives the opportunity to identify the key areas required to be able to perform task safely and efficiently.
