| NAME OF THE COURSE |
| Airport Customer Service |
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| CERTIFICATION |
| Certified Airport Customer Service Professional |
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| COURSE OVERVIEW |
| Drive a culture of excellence around customer service, communication, and a positive attitude. Customer service is a key factor in the operation of aviation organisations as competition within the industry increases. Overall, this unit seeks to emphasise how the importance and application of good customer service throughout an organisation can be the driving force in enabling aviation organisations to gain a competitive advantage. |
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| TRAINING DURATION |
| Training Duration : 1 Week |
| Total Training Days : 4-5 Working Days |
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| TRAINING SCHEDULE |
| Weekdays (Sunday to Thursday) |
| Regular Sessions : 4 – 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm) |
| Food & refreshments Included |
| Weekends (Friday & Saturday) |
| Fast Track Sessions: 8 Hours per day (9am to 5pm) |
| Food & refreshments Included |
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| CERTIFICATE |
| Globally recognized certificate from “Kings Global Career Academy” |
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| TEST |
| No |
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| LEARNING AIDS |
| Yes |
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| COURSE MATERIAL |
| Hard & Soft Copies of Study Material |
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| LANGUAGE OF INSTRUCTION |
| English |
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| INSTRUCTOR HELPLINE |
| 1. Email |
| 2. Social Media (For Emergency requirements) |
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| REGISTRATION REQUIREMENTS |
| 1. Passport Copy |
| 2. Curriculum Vitae |
| 3. Passport size photographs |
| 4. Course Fee |
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| MODE OF PAYMENT |
| Cash / Cheque / Credit Card / Bank Transfer. |
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| ELIGIBILITY |
- Airport managers
- Airline managers
- Terminal supervisors
- Passenger services supervisors
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| COURSE BENEFITS |
- Recognize the importance of policies and procedures in airport customer service
- Satisfy the needs of airlines, passengers, and other airport customers
- Understand the importance of delivering effective customer service in the aviation industry
- Understand different customer service models and strategies in the aviation industry
- Understand how to measure and improve customer service in the aviation industry
- Be able to provide effective customer service within the aviation industry.
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| COURSE CONTENTS |
- Principles of Passenger Handling
- Passenger Categories and Baggage
- Airport Check-in
- Aviation Customer Service
- Preparation for Employment
- Airport Boarding
- Check-in and Boarding Computerised System Simulator
- Recruitment Preparation
- Assessment Day
- Final Revision and Certification Ceremony
- Proper greeting
- Interaction basics
- Relating and empathizing
- Customizing experiences
- Using proper etiquette
- Owning the experience
- Representing your brand
- Thanking and transitioning
- Best practice approach to managing service quality, airport-wide brand and service standards
- Raising internal and external customer service awareness including PRM needs
- Defining customer satisfaction and selecting the right benchmarks
- Setting customer satisfaction goals using reward and recognition programmes
- Survey design and methodology and analysing and presenting results
- Approaches to engaging, energizing, and motivating airport employees and airport partners
- Developing performance management programmes and communications plan
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