BUSINESSES
AIRLINE CUSTOMER SERVICE TRAINING
Training of passenger service agents, cabin crew, ticketing desk and information desk agents
This course is intended to provide you with a better understanding of customer service as well as a professional approach required by airlines.
// Duration
21 hours
// Location
At the customer’s location and by videophone
// Objectives
• Gain knowledge to handle passenger services key with high efficiency
• Understand and meet the passenger requirements
• Staff capacity building.
// Course description
• Professional qualities of customer service
• Non-verbal communication rules
• Verbal communication rules
• Welcoming rules
• Conversations Over the Telephone
• Taking a Message
• Major Do’s and Don’ts of Customer Service
• Reminders for Polite and Friendly Responses
• Communicating with the Unsatisfied Customer
• Solving the Customer’s Problems
• The consultation, monitoring and the suspension of the historical
• Passenger rights according to the ICAO regulation
