Course Name:
Train the Trainer for Customer Service
Date:19/03/2017 - 23/03/2017
Location:Amman
Conducted By:
RTC
How Will I Benefit?
On 19 March 2015, the European Commission published a consultation that will feed into the “Aviation Package 2015” that the EC is working on. The nature of the questions in the consultation mainly focuses on the following:
- what is important to improve the competitiveness of the EU aviation industry
- comparing EU vs. non-EU carriers
- which areas should more be done to bolster the international competitiveness of the EU aviation sector
- instruments to be used to bolster the EU aviation sector competitiveness
- whether further measures are needed to allow airlines in financial difficulties to continue operating under special conditions;
AACO responded to this consultation basically bringing focus to two major issues that need the attention of regulators in the EU
Course Contents:
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Q Course overview and Learning objectives
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- What is this course about?
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- Expectations of participants
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Q Cabin crew on board
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- The different roles of cabin crew
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- How do those roles relate to customer service
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Q Customer service defined
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- Defining customer service
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- Criteria of customer service on board
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- Factors that influence the performance of cabin crew
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Q What do passengers want?
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- Understanding passengers expectations
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- Understanding passengers satisfaction
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Q Role of Perception
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- Defining perception
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- Role of attribution theory
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- Perception errors when making judgments about others
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Q The interpersonal dimension of the service on board
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- Appearance and grooming
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- Body language
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- Hygiene
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- Intonation
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- Impression management
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Q Importance of keeping a positive attitude
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- Defining attitude
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- Role of job satisfaction in projecting positive attitude
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Q Moments of truth
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- Definition and real life examples
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- Differentiating between external and internal customer
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Q Basic communication model
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- The basic elements in communication process
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- Role of interpersonal communication
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- Barrier s to effective communication
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Q Role of verbal and non verbal communication with passengers
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- Defining verbal and non verbal communication
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- Cross cultural communication
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- Politically correct communication
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Q Dealing with difficult passengers and situations
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- Defining difficult customers
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- Techniques to deal with this specific type of passengers
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Q Handling conflict
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- Defining conflict and types of conflict
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- Techniques to solve conflict
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Q Managing anger
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- Role of emotions in organization
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- Understanding emotional labor
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- Self management dimension of emotional intelligence
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- Stress management techniques
Fees
Members:USD
1400
Non Members:USD
1550