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Airline Customer Service Fundamentals

About the Course

This e-learning course is designed to upskill and introduce new skills for existing frontline airline staff and benefit new entrants to deliver on business objectives to meet the increased expectations of airline customers. As the airline industry is changing so are the needs of its customers. This course will prepare you to address customer service needs and expectations post-COVID-19.

The diverse customer base and the increased personalization through automation as a result of the COVID-19 pandemic pose challenges to the airline’s frontline employees. Airline customer service is about interacting with customers at any point in their journey and improving their overall in-airport and in-flight experience.


Once you have completed the exam or the duration of the Course elapses, you will not be able to access the course contents.

What You will Learn

Upon completing this Course, you will be able to:

  • Describe the impact of current challenges on customer service
  • Explain the importance of delivering personalized customer service
  • Explain the benefits of self-awareness in a customer service role
  • Describe the cultural differences that the staff should be aware of
  • Use communication skills to resolve customer complaints and conflicts
  • Describe strategies for resolving customer complaints quickly and effectively

Course Contents

The Key Topics Include:

  • Introduction to airline customer service
  • Communication skills
  • Emotional intelligence vs. emotional competence
  • Cross-cultural awareness
  • Customer contact techniques
  • Dealing with complaints and conflict

Who Should Attend

This course is recommended for:

  • Aviation professionals
  • General public
Exam Information

If you need help studying this course, click here to connect with a Tutor/Expert. The Tutor/Expert will help you by teaching you the ab initio of Aviation, and some aviation terms.

If you are interested in this Course, click on the Register Button below. This connects you to an expert that will guide you to register and show you how to maneuver throughout your studies period.