Quality Customer Service in Aviation


 

THE GOLDEN RULES FOR AN EXCELLENCE PERFORMANCE IN PASSENGER SERVICE

This course aims to equip participants with skills for excellent performance in passenger service , by identifying the key points of interpersonal relationships such as behavior , attitude and communication.

COURSE DETAILS

Available in classroom mode, Inter or Intra-company.

Duration: 2 days ( 12 hours).

Profile of participants recommended : No experience or Professional.

Prerequisites: No prerequisites apply to attend this course.

SPECIFIC GOALS

  • Know the principles of passenger Excellence Service;

  • Adopt the appropriate attitude and behavior towards an effective relationship with the passenger;

  • Develop techniques to an assertive attitude;

  • Learn to avoid and face conflicts;

  • Ethics and deontology regarding professional attitude.

WHO SHOULD ATTEND

  • All professionals involved in airport operation in the context of Passengers Ground Service

  • All professionals involved in passengers service on board (Cabin Crew)

  • Candidates wishing to start a career in aviation

  • Other professionals in the Air Transport industry

 

TOPICS

Costumer Service in Aviation

  • Customer Service Definition

  • the attendance major challenges

The importance of Costumer Service

  • Service quality as a differentiating factor of the company

  • Current trends in customer service

Personal skills and techniques necessary to Costumer Service

  • Effective communication

  • Positive attitude

  • Active listening

  • Empathy

  • Appropriate feedback

  • Rapport

Communication styles

  • The four communication styles

  • Techniques for an assertive attitude

Costumer Needs (Passenger)

  • cultural differences

  • Emotional state customer expectation

Managing delicate situations

  • Prevent, address and disable conflicts

Stress Management

  • Relaxation techniques

Ethics and deontology

  • Ethical and moral values

ADICIONAL INFORMATION

This course consists of theoretical and practical sessions. During the practical sessions will be conducted simulations of face-to-face attendance.

 

under development


Prices under request!