Airline Customer Service: Strategy Design and Implementation

IATA Trainings - A06D013 - Sınıf Eğitimi

Airline Customer Service: Strategy Design and Implementation
Learn how to exceed your customer’s expectations! 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, and learn how to develop a customer service culture in your team. With the help of industry case studies and hands-on exercises, build your own strategy proposal during the course. Course format: This course is available at IATA Training Centers, regional training partner locations, and on-demand as in-company training. This course provides 24 hours of instruction delivered by an official IATA Instructor. Next class Jun 14 - Jun 16, 2016 - United States, Miami (IATA) Register 1 additional class is scheduled. See all

3 gün (3x8 saat)


·         State of the airline industry and key performance indicators

·         Airline business models and strategies

·         Brand and customer service value propositions

·         Airline customer service touchpoint, benchmark and best practices analysis and development

·         Airline customer service training content design and implementation

·         Processes and activities during irregular operations and contingency planning


·         Case studies

·         In-class presentation


Hedef Kitle:
• Frontline supervisory staff • Airline managers • Customer service managers

Otorite Onayı:

Ön Şartlar:
There are no prerequisites for this course