Customer expectations and demands for quality products and services in Aviation industry has significantly changed over time.  The Airlines are consistently challenged to provide high quality service faster, consistently and cheaply than ever before to every customer.   The companies that have a competitive edge over the others are those that are able to exceed customer satisfaction by offering quality services. This involves identifying customer needs and meeting them in a timely, consistently and at a reasonable price

The Operator Customer Quality Service is a 4 days Program that provides guidelines on identifying and providing customer quality service in order to it build trust, strengthen loyalty, reduce costs and enhance the company’s reputation.

AIM OF THE COURSE

Equip the participants with the requisite skills, knowledge and attitude to enable them to deliver  consistent, safe, and high-quality customer service across all airline customer touchpoints in order to enhance customer satisfaction, loyalty and increased competitive advantage.

TARGET GROUP

Function Managers, Operations personnel, Cabin Crew, Ground Handling Personnel, Customer service personnel, ICT personnel, Quality Management Personnel, Legal practitioners, medical practitioners, Monitoring & evaluation officers among others

Training Methodology: 

 Case Studies, Simulations & Assessment of Real-world airline service, case studies, group presentation and Role plays.

TRAINING OBJECTIVE
1.Understand the concept and importance of service quality service in airline including the customer centric culture.
2. Apply ICAO and IATA principles to airline customer service delivery.
3.Understand the ISO 9001 customer satisfaction requirement
4. Understand the relationship between safety, compliance, and service quality.
5. Identify customers’/stakeholders expectations and risks of not fulfilling them
6. Identify customer expectations from an airline service perspective		7. Apply customer service principles throughout the customer journey.
8. Deliver professional, empathetic, and culturally sensitive service.
9.Handle service disruptions, complaints, and difficult situations effectively and in line with regulatory and company procedures.
10. Documenting customer quality services Policies and procedures
11. Measure, evaluate, and improve service quality continuously,
12. Auditing an operator quality Service system