Page 334 - Catalogue de formation 2018 - 2020

AIRLINE CUSTOMER SERVICE ELEARNING

Objectifs
• Understand the concepts and processes required to design and implement a
successful customer service strategy at an airline
• Improve the way your employees handle customer interactions and emergency
situations
• Learn how to develop a customer service culture in your team
• Build your own strategy proposal during the course

Benefits

• Design a customer service strategy and implementation plan to deliver
consistently superior service across different customer touch points
• Identify current trends, issues and opportunities related to the design and
implementation of an effective customer service strategy
• Understand the role of the customer service strategy and proposition within an
airline’s vision, mission and brand positioning statements
IATA

Course content
• State of the airline industry and key performance indicators
• Airline business models and strategies
• Brand and customer service value propositions.
• Airline customer service touch point, benchmark and best practices analysis and
development
• Airline customer service training content design and implementation
• Processes and activities during irregular operations and contingency planning

Designed for
• Frontline supervisory staff
• Airline managers
• Customers service managers

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