Certificate in Airline & Airport Customer Care

Content:
The course is divided up into seven modules, as follows:

Module 1: Travel & Tourism the importance of the airline industry
The key parts of the Travel & Tourism Industry in relation to airlines
The importance of Travel & Tourism in the UK
Ways to help airline passengers and offer appropriate advice
Products and services used by passengers at airports and on aircraft
How to help passengers with their onward journey

Module 2: Passenger needs providing a customer service experience
Identifying Passenger needs
What GOOD & EXCELLENT Customer Service means to Passengers
Customer Service standards and how they apply to airlines
What good Customer Service is and its importance to airline passengers

Module 3: Airline & Airport Customer care
The principles of effective customer service
The importance of effective communication for Passengers
The different skills and identify the signs needed to be a "GOOD LISTENER"

Module 4: Creating a Positive Impression with passengers
Principles of FIRST IMPRESSIONS with airline passengers
Behaviour which creates GOOD and BAD 1st impressions with passengers
Recognising how important first impressions are in the airline industry airlines
How to make GOOD verbal impressions to a larger audience of passengers via a P.A

Module 5: Solving Passenger Problems and Creating a Lasting Impression
How airlines can gain loyal support with airline passengers
How to recognise the different types of airline complainer and deal with them effectively
How to use the "GOOD LISTENER" techniques to handle passenger problems
The keys to "Lasting Impressions" for passengers

Module 6: The Importance of product Knowledge in the Airline Industry
The principles of product knowledge for airlines
How airlines link their product knowledge to the whole passenger experience
How passengers are part of the Airline Industry

Module 7: The key Components of Airline Customer Service
The Key Components for effective Airline Customer Service
How the Travel and Tourism Industry works in the UK and with Airlines
Research GOOD Customer Service
Research POOR Customer Service
How to interpret Customer Feedback
Assessing your own level of Customer Service

Format:
The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by mail and email. You can start at any time and plan your studies over a period of up to one year from the time of registration. Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required.

Award: ASET