What you will learn
Upon completing this course you will have the skills to:
o List and describe techniques of effective communication and customer contact
o Summarize and set out the characteristics of the various social styles and cultural differences of airline customers
o Describe new trends in customer service
Course content
o Improved standard of customer service
o Verbal and non-verbal communication skills
o Customer contact techniques
o Cross-cultural awareness
o Managing stress
Who should attend
This course is recommended for:
o Ticket office, reservations, check-in, traffic, operations, baggage service and information desk staff
o Cargo reservations and receiving staff
o Public relations and sales support personnel
o Flight attendants
Certificate awarded
An IATA Certificate is awarded to participants successfully passing the final exam.
Exam information
o Exam Method: Online exam with remote supervision
o Exam Format: Multiple Choice questions, Closed Text Book
o Number of questions: 100
o Time Allowance: 3 hours
o Passing Grade: 60 correct answers
o Distinction Grade: 90 correct answers
o Number of exam attempts: 2
