Airport Customer Service Essentials

Overview

The Airport Customer Service Essentials course will assist you to deliver quality face-to-face customer service at your airport.

It is designed to equip you with the skills you need to more confidently and effectively approach and interact with customers.

You will also learn how to exceed customer expectations, create memorable moments, and, ultimately, help your airport stand out from the crowd.

This course was developed in partnership with Customer Centric Consulting.

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.