Airport Customer Service Essentials

Learning Outcomes

On completion of this course participants will be able to:

• Describe what good customer service looks like.
• Explain the importance of customer service in the airport environment.
• Adopt a positive attitude and ‘service mindset’.
• More confidently approach and engage with customers.
• Communicate more effectively – verbally and non-verbally.
• More confidently handle difficult customers and situations.
• Seek opportunities to deliver memorable moments.

Who Should Enrol?

• All customer-facing staff working at an airport.
• Airport managers, supervisors, or team members responsible for frontline personnel.
• Anyone interested in a career in customer service or customer experience management.

Course Content

The Airport Customer Service Essentials course covers the following topics:

1. The Importance of Customer Service

• What customer service is and why it is important.

2. Customer Service and the Airport Environment

• How customer service at airports differs from other environments.
• Key steps in the customer journey through the airport.
• The important impact customer facing team members can have.

3. Quality Service Across the Customer Journey

• How to provide quality service in regularly occurring airport interactions, utilising the 5 As for Quality Service ©

4. Self-Awareness and Quality Service

• How your attitudes and behaviours can influence the quality of the service delivered.
• Techniques to manage your mindset and ensure you are in the right head space to provide quality service.

5. Managing Challenging Situations

• Best practices for dealing with difficult customers and situations.
• The importance of taking ownership and being part of the solution.

6. The Significance of Creating Memorable Moments

• What are memorable moments?
• How creating memorable moments can benefit you, your customers, and the airport.
• Ways to create experiences for customers that are positive and worth remembering.

Assessment

This course includes an integrated online assessment. Candidates must successfully complete the assessment to receive a Certificate of Completion.