IATA Airline Customer Service Fundamentals (e-learning)

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 awarded

Upon successful completion of the exam/assessment, you will be awarded an IATA Certificate that you can print for your records.

Exam/Assessment information

Please read the General Information on Self-study exams.

• Delivery method: Unsupervised online-based exam. Assessment can be taken at any time at your convenience.
• Format: 30 multiple-choice questions
• Time allowance: 1.5 hours
• Passing grade: 70% correct answers
• Distinction: 90% correct answers
• Number of exam/assessment attempts: 2

Important note: The exam/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

COURSE PRICE: 79 USD