The "Airport Customer Service" course is meticulously designed to equip participants with the skills and knowledge required to provide exceptional customer service within the airport environment. This program focuses on understanding passenger needs, effective communication, and problem-solving, ensuring that airport personnel contribute to a positive and seamless passenger experience.
Upon completion of this course, participants will:
The standard course duration is 1 week, combining theoretical learning and practical applications. The course focuses on theoretical foundations in the first half, covering customer service principles, communication techniques, and scenario analysis. The second half involves participants in practical training, applying customer service skills in real-world airport scenarios.
The theoretical segment includes classroom lectures, group discussions, and interactive eLearning modules. Participants delve into customer service principles, effective communication strategies, and the unique challenges and opportunities within airport customer service.
Practical training immerses participants in applying customer service skills to real-world airport scenarios. Participants engage in role-playing exercises, case studies, and simulation drills to practice effective communication, problem-solving, and creating a positive passenger experience.
The course covers a range of topics, including:
Participants should have a basic understanding of airport operations and interpersonal communication. Proficiency in English language skills at ICAO Level 4 or higher is recommended.
The course aligns with international standards and is designed to provide participants with the essential skills for delivering excellent customer service within airport environments.