What you will learn
Upon completing this course you will have the skills to:
• List and describe techniques of effective communication and customer contact
• Summarize and set out the characteristics of the various social styles and cultural differences of airline customers
• Describe new trends in customer service

Course content

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

Who should attend

This course is recommended for:
• Ticket office, reservations, check-in, traffic, operations, baggage service and information desk staff
• Cargo reservations and receiving staff
• Public relations and sales support personnel
• Flight attendants

Certificate awarded

An IATA Certificate is awarded to participants successfully passing the final exam.

Exam information

• Exam Method: Online exam with remote supervision
• 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