IATA Airline Customer Service

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.

Curriculum

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

Activities

• Review and discussion questions
• List of reference books

Exam Information

• Exam Method: Online exam with remote supervision or an exam in one of IATA’s Exam Centers (where physical presence is required)
• Exam Format: Multiple Choice questions, Closed Text Book
• Number of questions: 100
• Time Allowance: 3 hours
• Passing Grade: 60 correct answers
• Distinction Grade: 90 correct answers
• Number of exam attempts: 2