Training

Participants will have an expanded view of “good services and customer’s handling”. After completing the training course, they should be able to:

• Apply suitable steps for dealing effectively with passengers’ post- pandemic
• Use interpersonal skills to deliver excellence passengers care
• Set and maintain high standards of services
• Show awareness of Personal & customer hygiene
• Undertake correct guidelines for handling complaints &“difficult” passengers

This course is offered to airline employees who provide service directly to the passengers (ground staff, commercial, passenger’s services, public relations, marketing, and flight attendant)

• Defining service
• Post-pandemic customer service
  •  Safety and wellbeing
  •  Personal appearance and hygiene
• Interpersonal skills steps to success
  •  Introduction   
  •  Basic knowledge
  • The protocol of welcoming customers
• Making an impression
• The protocol of customers satisfaction
• The communication process
  • Are you communicating?
  • Vocal communication
  • Non-verbal communication
  • Body language barriers & aids to effective communication
  • Starting a conversation
  • Questioning techniques
  • Listening skills
  • Remembering names
  • Verbal versus written communication
• Eye contact
• Handling complaints
• Resolving problem protocol
• Why do organizations lose customers?
• Setting and maintaining high standards of services
• Check your level of service
• Obtaining customer feed back
• Handling difficult customers