This course introduces the fundamental elements of customer service and explains how they can be applied in any organization, for all employees, ensuring you are equipped to meet and exceed the customer’s expectations. You will learn about customer needs and demands, the ethics of customer service, and customer contact techniques to help your business develop its customer service program to the highest level.
COURSE FORMAT
- This classroom course provides 3 days (24 hours) of instruction delivered by an official INSPIRE
TRAINING ACADEMY Instructor. - Student performance will be based on an assessment
PREREQUISITES
- There are no prerequisites for this course
- Recommended level is Intermediate and Advanced
WHAT YOU WILL LEARN?
Upon completion of this course, you will be able to:
- Describe the principles of customer service excellence
- Apply the fundamental aspects of customer service in a business
- Recognize the various social styles and cultural differences of airline customers
- Develop customer loyalty and feel confident in any customer situation
- Communicate and collaborate with customers utilising efficient communication processes
- Obtain customer feedback to continuously refine a customer service program
COURSE CONTENT
- Basic principles of customer service
- Communication styles
- Building trust and service ethics
- Customer loyalty
- Net promoter score
- Customer lifetime value
- Customer relationship management
- Key account management
ACTIVITIES
- Interactive exercises
- Classroom discussions
- Examination
WHO SHOULD ATTEND?
This course is recommended for:
- Customer service staff with airlines, handling agents and air cargo agents/forwarders
- Sales executives/ Key account managers
- Reservation staff
CERTIFICATE AWARDED
An INSPIRE Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.
