Airline Customer Service: Strategy Design and Implementation

Learn how to exceed your customer’s expectations!

Understand the concepts and processes required to design and implement a successful customer service strategy at an airline. Improve the way your employees handle customer interactions and emergency situations, and learn how to develop a customer service culture in your team. With the help of industry case studies and hands-on exercises, build your own strategy proposal during the course.

At the end of this course you will be able to:

• Design a customer service strategy and implementation plan to deliver consistently superior service across different customer touchpoints
• Identify current trends, issues and opportunities related to the design and implementation of an effective customer service strategy
• Recount the role of the customer service strategy and proposition within an airline’s vision, mission and brand positioning statements

CONTENT

• State of the airline industry and key performance indicators
• Airline business models and strategies
• Brand and customer service value propositions
• Airline customer service touchpoint, benchmark and best practices analysis and development
• Airline customer service training content design and implementation
• Processes and activities during irregular operations and contingency planning

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.