Course Name:
Passenger Handling Services
Date:16/01/2022 - 20/01/2022
Location:Live sessions
Conducted By:
RTC
How Will I Benefit?
- Apply professionalism to customer requests and complaints
- Maintain composure when dealing with difficult passengers, converting crisis situations into opportunities
- Manage irregular operations and execute strategies to get back on track quickly
- Use and endorse e-tickets
- Comply with passenger and baggage handling standards
- Transfer your knowledge to your colleagues and employees
Who Should Attend?
- All airline or ground service staff in contact with passengers
- Passenger service managers
- Handling agents and other customer contact personnel
- Customer service instructors
Course Contents:
- Customer service skills and principles
- Customer expectations and satisfaction
- Passenger service delivery model
- Listening and responding skills
- Cultural awareness
- Difficult customers and situations
- Dealing with complaints
- Conflict management
- Denied boarding
- Industry rules and guidelines
- Official Airline Guide (OAG)
- IATA manuals
- Minimal Connecting Time (MCT)
- Automated Baggage Rules
- E-ticketing
- Boarding and delays
- Endorsements
- Special customer handling
- Carry on and checked baggage, allowances and charges
- World Tracer
- Dangerous items and general emergency procedures
- This course includes practical exercises and assessments:
- Situational exercises
- Customer service case studies
Fees
Members:USD
1250
Non Members:USD
1400