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Training

IATA Training

EAS is an IATA training center authorized to perform the following courses with IATA certificates

Serving the Travel Customer




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

Course format

  • This course requires approximately 20 hours of study to be completed in 6 months


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 e-Certificate available for you to print for your records.

Exam information

  • 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

Egyptian Aviation Services EAS provide a unique and highly learner centered experience for students looking to forge a career in the Aviation

Our Training Center and our Instructors are authorized by the Egyptian Civil Aviation Authority ECCA