Excellence In Airline Customer Care Administration

By the end of this training, participant should be able to:

• List and describe techniques of effective communication and customer contact
• Summarize and set out the characteristics of the various social styles and cultural differences of airline customers
• Describe new trends in customer service
• Describe the role of customer service within the aviation business environment
• Contrast the motivations of employees and customers during normal and stressful customer interactions
• Handle customers in a manner that displays knowledge of social styles and cross-cultural awareness
• Transform customer complaints and conflicts into positive outcomes for the business

CONTENT:

• Improved standard of customer service
• Verbal and non-verbal communication skills
• Customer contact techniques
• Cross-cultural awareness
• Managing stress
• The value of customers
• Customer expectations of service quality
• Effective communication in customer retention
• Self-awareness in the delivery of customer service
• Customer service in a culturally-diverse operating environment
• The importance of front-line employees
• Conflict resolution
• Future trends in customer service delivery

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.