Aviation Front Desk And Customer Service

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

• Understand the aviation industry and its customer service requirements
• Develop effective communication skills
• Learn about aviation regulations and policies
• Acquire knowledge of airline products and services
• Develop problem-solving and decision-making skills
• Gain knowledge of passenger handling procedures
• Enhance cultural awareness and sensitivity
  Learn conflict resolution and customer service recovery:

CONTENT:

Introduction to the Aviation Industry

• • Overview of the aviation industry and its stakeholders
  • Importance of customer service in the aviation sector
  • Understanding customer expectations and needs in aviation

Communication Skills

• • Verbal and non-verbal communication techniques
  • Active listening skills
  • Effective questioning and problem-solving techniques
  • Written communication skills for emails and correspondence

Aviation Regulations and Policies

• • Introduction to aviation regulations and policies
  • Passenger rights and responsibilities
  • Safety and security regulations in aviation
  • Understanding data privacy and confidentiality

Airline Products and Services

• • Overview of airline products and services
  • Ticketing and fare structures
  • Baggage handling and allowances
  • Flight schedules and route planning
  • Ancillary services and loyalty programs

Problem-Solving and Decision-Making

• • Identifying customer issues and challenges
  • Problem-solving techniques and strategies
  • Decision-making skills in customer service situations
  • Handling flight delays, cancellations, and irregular operations

Passenger Handling Procedures

• • Check-in procedures and documentation requirements
  • Boarding and disembarkation processes
  • Seating assignments and special requests
  • Handling passenger documentation and visa requirements
  • Security protocols and passenger screening

Cultural Awareness and Sensitivity

• • Understanding cultural differences and diversity
  • Providing personalized service for diverse passengers
  • Cultural etiquette and sensitivity in customer interactions
  • Overcoming language barriers and communication challenges

Conflict Resolution and Customer Service Recovery

• • Techniques for managing conflicts and difficult customers
  • De-escalation strategies and conflict resolution skills
  • Handling customer complaints and feedback
  • Customer service recovery and service delivery improvements

Safety and Emergency Procedures

• • Overview of aviation safety and emergency protocols
  • Evacuation procedures and passenger safety briefings
  • Handling disruptive passengers and managing emergencies
  • Providing assistance during medical emergencies

Teamwork and Interpersonal Skills

• • Importance of teamwork in aviation customer service
  • Effective communication and collaboration with colleagues
  • Building positive relationships with stakeholders
  • Problem-solving and decision-making as a team

Professionalism and Personal Presentation

• • Professional grooming and personal appearance standards
  • Dress codes and uniform requirements
  • Professional demeanor and etiquette in customer interactions
  • Time management and punctuality

Customer Service Technology and Systems

• • Introduction to customer service technology and systems
  • Computerized reservation systems and check-in kiosks
  • Customer relationship management (CRM) software
  • Utilizing technology for efficient customer service delivery

Practical Exercises and Role-Playing

• • Simulated customer service scenarios and role-playing exercises
  • Handling various customer service situations
  • Practicing communication and problem-solving skills
  • Feedback and evaluation of performance

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.