Airport Customer Service

  • Start Date

    21 Mar, 2023

  • End Date

    24 Mar, 2023

  • Price


  • WiFi

    Free wifi

Event Details

The objective of this course is to provide participants with a practical guide to developing and implementing airport-wide customer service programmes that focus on the needs and expectations of the customer as well as the buy-in of airport stakeholders and the airport staff.

Based on the principles and strategic approach "Developing a Customer Service Culture at Airports: Measuring and Benchmarking the Results", participants will learn how to design customer service programmes that are linked to the airports' mission/vision, master plan and airport brand in a manner that aligns the airport operator and the entire airport community, including airport stakeholders, business partners and employees.



Upon completing this course, participants will be able to:

  • Describe tools that enhance customer service airport-wide and build customer loyalty.
  • Use customer service techniques to attract new clients, increase passenger traffic, enhance the reputation of the airport, and motivate airport staff.
  • Apply customer-centric tools to make key business and operational decisions.
  • Analyse customer satisfaction research to define and manage the airport‘s brand and implement a comprehensive customer service improvement programme.



  • Designing, implementing, monitoring and communicating airport customer service programme - a practical step-by-step best practice approach
  • Understanding the importance and utilization of airport service brands and customer service standards
  • Setting customer satisfaction goals and monitoring performance
  • Assuring internal alignment and external stakeholder buy-in
  • Utilizing reward and recognition tools to engage, energize and motivate airport employees
  • Best practice approach to managing service quality, airport-wide brand and service standards
  • Raising internal and external customer service awareness including PRM needs
  • Defining customer satisfaction and selecting the right benchmarks
  • Survey design and methodology and analysing and presenting results
  • Approaches to engaging, energizing, and motivating airport employees and airport partners
  • Developing performance management programmes and communications plan



Airport Customer Service, Operations Directors, Managers, Public Affairs and Communications Directors, Security Managers, Officers and staff.



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.



1ST BATCH:              21st - 24th Mar, 2023

2ND BATCH:             11th - 14th July, 2023

3RD BATCH:             31st Oct - 3rd Nov, 2023

Other Dates

Start Date End Date
11 Jul, 2023 14 Jul, 2023
Start Date End Date
31 Oct, 2023 03 Nov, 2023
Start Date End Date
21 Mar, 2023 24 Mar, 2023
  • Venue

    Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba Lagos.

Share this course