Module 1: Introduction to Air Cargo Industry
o Overview of the Air Cargo industry
o Key players and stakeholders
o Industry terminology
o Current trends and future outlook
Module 2: Fundamentals of Customer Service
o Importance of customer service in air cargo
o Principles of excellent customer service
o Understanding customer needs and expectations
o Customer service communication skills
Module 3: Air Cargo Operations and Processes
o Overview of air cargo operations
o Booking and reservation processes
o Documentation requirements (e.g., Air Waybill, Dangerous Goods Declarations)
o Cargo handling procedures
o Security measures in air cargo
Module 4: Customer Service Scenarios in Air Cargo
o Handling customer inquiries and complaints
o Managing delays and disruptions
o Providing accurate and timely information
o Case studies and role-playing exercises
Module 5: Effective Communication Techniques
o Verbal and non-verbal communication
o Active listening skills
o Telephone and email etiquette
o Cross-cultural communication in air cargo
Module 6: Problem Solving and Decision Making
o Identifying and analyzing customer problems
o Developing solutions and making decisions
o Techniques for handling difficult customers
o Stress management in customer service
Module 7: Customer Relationship Management (CRM)
o Introduction to CRM in air cargo
o Building and maintaining customer relationships
o Using CRM tools and technologies
o Measuring customer satisfaction and feedback
Module 8: Regulatory and Compliance Issues
o Overview of relevant regulations and compliance
o International air transport regulations (IATA, ICAO)
o Customs procedures and documentation
o Safety and security regulations
Module 9: Service Quality and Performance Measurement
o Importance of service quality in air cargo
o Key performance indicators (KPIs) for customer service
o Monitoring and improving service performance
o Customer feedback and continuous improvement
Module 10: Practical Training and Assessment
o Hands-on training exercises
o Real-life scenarios and simulations
o Customer service assessments
o Feedback and evaluation
