Aviation Service Excellence While Physical Distancing

Learning Objectives

On completion of this course participants will be able to:

• Understand the current situation with regards to COVID-19.
• Be aware of customer mindsets and behaviours as a result of COVID-19.
• Be aware of their colleagues and team member in the wake of COVID-19.
• Recognise the ‘new normal’ in the aviation customer journey.
• Be able to adapt service delivery accordingly.
• Identify how to work with Personal Protective Equipment (PPE) and new health and social distancing regulations to maintain service excellence.
• Keep on top of the evolving situation and contribute to the continuous improvement cycle.

Who Should Enrol?

• All airport personnel who interact with customers, personnel from companies and service providers throughout the aerodrome.
• All airport customer experience and customer service representatives.
• Airport managers, supervisors or team members responsible for frontline personnel.
• Airport personnel involved in concession services.

Course Content

The Aviation Service Excellence While Physical Distancing course covers the following topics:

• Introduction and Context
• Understanding the post COVID-19 customer mindset
• Understanding the post COVID-19 employee mindset
• Health and Safety (Physical Distancing and PPE)
• Delivering Service Excellence
• A Final Thought

Assessment

This course includes an integrated online assessment.

Candidates must successfully complete the assessment to receive a Certificate of Completion.