IATA Serving the Travel Customer (partner-taught or self-study)

What you will learn

Upon completing this course you will be able to:

• Explain why good customer service is important in the travel industry
• Define customer service as an integral element in the travel professional’s role
• List effective “do’s and don’ts” when serving customers via different communication channels
• State the benefits of developing customer loyalty and strategies for building customer loyalty
• Identify steps and methods for handling upset customers
• Relate job performance to workplace stress and recommend coping strategies for travel professionals

Course content

• Customer Service in the Travel Industry
• Communicating with Customers
• Customer Service and Technology
• Winning Customer Loyalty
• Handling Difficult Customers
• Coping with Work Stress

Who should attend

This course is recommended for:

• Travel agents
• Airline reservation or ticket agents
• Tour operators
• Call center agents

 Certificate awarded

Upon successful completion of the exam, you will be awarded an IATA Certificate available for you to print for your records.

Exam information

Please read the General Information on Partner-taught / Self-study exams, and check the Course Edition List for Exams when booking your exam.

• Exam Delivery Method: Non-supervised online-based exam. Exam can be taken any time at your convenience.
• Exam Format: Multiple-choice questions
• Number of questions: 60
• Time Allowance: 2 hours
• Passing Grade: 70% correct answers
• Number of exam attempts: 1

COURSE PRICE: USD 100 (e-book)