Customer Service

Course Objective

This course covers the principles of customer service from the perspective of passengers, airlines and airport businesses. Learn how to manage different categories of customers and service consumers, and how you can meet their respective needs within your organization.

Prerequisites

• Participants should have prior knowledge of airport business and operations
• Recommended level is Entry-level and Intermediate

What you will learn

On completion of this course you will be able to:

• Understand the principles of customer service excellence
• Introduce a customer service program leading to the creation of a quality service culture throughout the organization
• Focus on customer satisfaction
• Evaluate current customer processing tools, e-services and social media applications

Course content

• Airport environment
  • Terminal services
  • Airport facilities analysis
  • Passenger terminal as a system
• Customer focus
  • Passenger profile
  • Airline service profile
  • Passenger needs analysis
• Maximizing communication
  • Use of social media and e-services
  • Managing feedback and interaction
  • Cross cultural awareness
• Stakeholder needs analysis
• Basic quality control

Course Duration

• Click here to Download Training Schedule

Course Fee

N70,000 (Covering tuition, course materials coffee & lunch)