Day 1: Introduction and Foundations
1. Welcome and Introduction
o Overview of the course
o Objectives and expectations
2. Understanding the Air Cargo Industry
o Overview of the air cargo industry
o Key players and stakeholders
o Importance of customer service in air cargo
3. Basics of Air Cargo Operations
o Air cargo terminology
o Cargo handling processes
o Documentation and compliance
4. Customer Service Fundamentals
o Principles of excellent customer service
o Understanding customer needs and expectations
o Effective communication skills
Day 2: Advanced Customer Service Skills
5. Handling Customer Inquiries and Complaints
o Techniques for managing inquiries
o Strategies for resolving complaints
o Case studies and role-playing
6. Building Customer Relationships
o Importance of building long-term relationships
o Techniques for customer retention
o Personalizing the customer experience
7. Service Recovery
o Handling service failures
o Implementing service recovery strategies
o Maintaining customer trust and loyalty
8. Working with Internal Teams
o Collaboration with operations and sales teams
o Ensuring seamless customer service across departments
o Internal communication best practices
Day 3: Specialized Knowledge and Wrap-Up
9. Handling Special Cargo
o Procedures for dangerous goods, perishables, and valuables
o Customer service considerations for special cargo
o Ensuring compliance and safety
10. Use of Technology in Customer Service
o Customer Relationship Management (CRM) systems
o Automation and self-service options
o Leveraging technology for better customer service
11. Performance Metrics and Improvement
o Key performance indicators (KPIs) for customer service
o Monitoring and evaluating service quality
o Continuous improvement strategies
12. Final Assessment and Wrap-Up
o Recap of key points
o Final assessment
o Q&A and feedback session
Training Methods:
o Interactive lectures
o Group discussions
o Case studies and role-playing
o Assessment tests
Materials Provided:
o Training manual
o Case study materials
