This e-learning course is designed to upskill and introduce new skills for existing frontline airline staff and benefit new entrants to deliver on business objectives to meet the increased expectations of airline customers. As the airline industry is changing so are the needs of its customers. This course will prepare you to address customer service needs and expectations post-COVID-19.
The diverse customer base and the increased personalization through automation as a result of the COVID-19 pandemic pose challenges to the airline’s frontline employees. Airline customer service is about interacting with customers at any point in their journey and improving their overall in-airport and in-flight experience.
Course Code: ALC011ELEN01
Group discounts
Discounts are available for bulk orders. Please contact us for more information.
What you will learn
Upon completing this course, you will have the skills to:
Describe the impact of current challenges on customer service
Explain the importance of delivering personalized customer service
Explain the benefits of self-awareness in a customer service role
Describe the cultural differences that the staff should be aware of
Use communication skills to resolve customer complaints and conflicts
Describe strategies for resolving customer complaints quickly and effectively
Course content
The key topics that are covered during this course include:
Introduction to airline customer service
Communication skills
Emotional intelligence vs. emotional competence
Cross-cultural awareness
Customer contact techniques
Dealing with complaints and conflict
Who should attend
This course is recommended for:
Aviation professionals
General public
Certificate awared
Upon successful completion of the assessment, you will be granted an Award that you can print for your records.
Important note: The assessment should be accessed after you have completed the course module. Once you have started the assessment you can no longer access the course module.
Airline Customer Service Fundamentals
This e-learning course is designed to upskill and introduce new skills for existing frontline airline staff and benefit new entrants to deliver on business objectives to meet the increased expectations of airline customers. As the airline industry is changing so are the needs of its customers. This course will prepare you to address customer service needs and expectations post-COVID-19.
The diverse customer base and the increased personalization through automation as a result of the COVID-19 pandemic pose challenges to the airline’s frontline employees. Airline customer service is about interacting with customers at any point in their journey and improving their overall in-airport and in-flight experience.
Course Code: ALC011ELEN01
Group discounts
Discounts are available for bulk orders. Please contact us for more information.
Upon completing this course, you will have the skills to:
The key topics that are covered during this course include:
This course is recommended for:
Upon successful completion of the assessment, you will be granted an Award that you can print for your records.
Assessment information
Please read the General Information on Self-study exams.
Important note: The assessment should be accessed after you have completed the course module. Once you have started the assessment you can no longer access the course module.