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Airline Customer Service Fundamentals Course

  • About the Course
  • Certification Body
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Airline Customer Service Fundamentals Course Outline

This course introduces new airline customer service skills to deliver on business objectives to meet the increased expectations of airline services post-COVID-19. Learn what it takes to work at one of the airline industry’s most visible airport positions and obtain the skills you need to provide assistance and related passenger services at an airport's check-in, gate, and concourse.

Airline Customer Service Course

Course Content

  • Geography In Travel Planning – World Geography, Three-letter city codes
  • Travel Agency Operations
  • Airport and Airline Ground Operations
  • Computer Reservations and Departure Control System (DCS)
  • Passenger Ground Services
  • Introduction to airline customer service
  • Communication skills in customer service
  • Emotional intelligence vs. emotional competence
  • Cross-cultural awareness
  • Customer contact techniques
  • Dealing with complaints and conflict
  • Aviation Security Requirements for Passengers and Baggage

Who should attend

  • Anyone willing to start an aviation career
  • Professionals from any industry

Exam/Assessment Information

  • Flexible exam schedule
  • Online Examination
  • 30 multiple-choice questions
  • Time allowed:1.5 hours
  • Passing Score – 70%
  • Number of attempts – 2
  • Open-book examination

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