IATA AIRLINE CUSTOMER SERVICE COURSE CONTENT

Upon completing this course you will have the skills to:
• Learn techniques of effective communication and customer contact
• Understand the various social styles and cultural differences of airline customers
• Gain knowledge about new trends in customer service

THE IATA COURSE “PASSENGER GROUND SERVICE”

• Improved Standard of Customer Service
• Verbal & Non-verbal Communication Skills
• Customer Contact Techniques
• Cross-cultural Awareness
• Managing stress
Chapters include review questions, discussion questions and a reading list of appropriate books for reference.
Note:
This course if offered in the following formats:
1. Textbook. candidates will receive the training material in paper-based format. To enroll, click on the “enroll” button below.
2. eBook: training material available in electronic format readable in all computers and portable electronic devices. Benefit from discounted rates and save on shipping!
3. With Harvard ManageMentor modules