* All fees are exclusive of vat ** PREMIUM - Customize your learning experience
This intensive crash course in passenger services is designed to make you both customer-focused and knowledgeable in the many roles you may fill as a front-line employee. Course topics include customer service best practices, conflict management and the development of other soft skills combined with a review of international passenger and baggage handling standards.
What Do Participants Learn?
Respond professionally to customer requests and complaints
Keep your calm when dealing with difficult passengers, converting crisis situations into opportunities
Manage irregular operations and execute strategies to get back on track quickly
Use and endorse e-tickets
Comply with passenger and baggage handling standards
Transfer your knowledge to your colleagues and employees
Who Should Attend?
Passenger service managers
Handling agents and other customer contact personnel
Customer service instructors
What Will the Learning Experience Include?
Comprehensive pre-program activities include:
Web-based information forms & surveys completed by attendee.
Direct consultation with the attendee about the expectations.
During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
Participants learn from expert trainers who have both academic and business experiences.
Highly applicable training content & instructive activities for adding depth to training topics.
**A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Explore & Practice
Apply & sustain the learning experience by using this ongoing support:
To ensure participant has new skills or behavior progress.
Optional, fee-based mentoring & coaching with the trainer.
Training materials & additional documents (e-books, pdf files, presentations and articles)
Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
Difficult customers and situations
Dealing with complaints
Industry rules and guidelines
Official Airline Guide (OAG)
Minimal Connecting Time (MCT)
Automated Baggage Rules
Boarding and delays
Special customer handling
Carry on and checked baggage, allowances and charges