Airport Customer Service

Upon completing this course, participants will be able to:

• Describe tools that enhance customer service airport-wide and build customer loyalty.
• Use customer service techniques to attract new clients, increase passenger traffic, enhance the reputation of the airport, and motivate airport staff.
• Apply customer-centric tools to make key business and operational decisions.

• Designing, implementing, monitoring and communicating airport customer service programme - a practical step-by-step best practice approach
• Understanding the importance and utilization of airport service brands and customer service standards
• Setting customer satisfaction goals and monitoring performance
• Assuring internal alignment and external stakeholder buy-in
• Utilizing reward and recognition tools to engage, energize and motivate airport employees
• Best practice approach to managing service quality, airport-wide brand and service standards

• Raising internal and external customer service awareness including PRM needs
• Defining customer satisfaction and selecting the right benchmarks
• Survey design and methodology and analysing and presenting results
• Approaches to engaging, energizing, and motivating airport employees and airport partners
• Developing performance management programmes and communications plan

FOR WHOM

Airport Customer Service, Operations Directors, Managers, Public Affairs and Communications Directors, Security Managers, Officers and staff.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.