Drive outstanding customer service with the winning combination of knowledge, skills, and attitude. Frontline airline customer service professionals, such as ticket reservation staff, check-in and gate agents, and cabin crew, work in one of the most dynamic industries.In this course, we will examine how the Internet, social media and new technologies are changing airline customer service. We will discuss several examples of how airlines are keeping up with these changes to meet customer needs and stay competitive.

Enroll at DAS Authorized Training Center to study these materials with the help of a local trainer.

Upon completing this course you will have the skills to:

• List and describe techniques of effective communication and customer contact
• Summarize and set out the characteristics of the various social styles and cultural differences of airline customers
• Describe new trends in customer service

• Improved standard of customer service
• Verbal and non-verbal communication skills
• Customer contact techniques
• Cross-cultural awareness
• Managing stress

This course is recommended for:

• Ticket office, reservations, check-in, traffic, operations, baggage service and information desk staff
• Cargo reservations and receiving staff
• Public relations and sales support personnel
• Flight attendants

An IATA Certificate is awarded upon successful completion of the final examination.

• Exams are scheduled 4 times a year: March, June, September, and December
• Guidance will be given on when to book for your exam.
• Exam Method: Online exam

This course is a step toward earning an IATA Diploma in:

• Passenger Experience Excellence Diploma
• Aviation Fundamentals Diploma

Graduates of this course can apply for the Harvard ManageMentor© (HMM) distance learning program at a special graduate price.