Aviation Customer Crisis And Handling Course

Upon completing this course, you will have the skills to:

• Understand the importance of customer service in the aviation industry
• Identify common customer crises in aviation
• Develop effective communication and interpersonal skills
• Implement crisis management strategies
• Handle specific customer crisis scenarios
• Manage emergency situations and ensure passenger safety
• Implement customer recovery and service excellence strategies

CONTENT:

Introduction to Aviation Customer Crisis Management:

• • Understanding the importance of customer service in the aviation industry
  • Identifying common customer crises in aviation
  • Examining the impact of customer crises on reputation and brand image

Communication and Interpersonal Skills:

• • Developing effective communication techniques for diffusing tense situations
  • Building rapport and empathizing with customers in crisis
  • Active listening and conflict resolution strategies

Crisis Management Strategies:

• • Assessing the severity of customer crises and prioritizing responses
  • Implementing crisis response plans and protocols
  • Coordinating with relevant departments and stakeholders during crises

Handling Specific Customer Crisis Scenarios:

• • Flight delays, cancellations, and rebooking procedures
  • Lost luggage, baggage mishandling, and compensation procedures
  • Overbooking situations and managing customer expectations
  • Dealing with customer complaints and feedback

Emergency Situations and Passenger Safety:

• • Managing in-flight emergencies and ensuring passenger safety
  • Communicating effectively during emergency situations
  • Addressing post-emergency concerns and providing support to affected customers

Customer Recovery and Service Excellence:

• • Strategies for regaining customer trust and loyalty after crises
  • Service recovery techniques and compensation options
  • Proactive measures to prevent future customer crises

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.

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.