IATA Airline Customer Service course (ALC-007)

Curriculum & Course Overview

Goal 45-hour e-book course Drive outstanding customer service with the winning combination of knowledge, skills, and attitude. Frontline airline customer service professionals, such as ticket reservation staff, check-in and gate agents, and cabin crew, work in one of the most dynamic industries. In this course, we will examine how the Internet, social media and new technologies are changing airline customer service. We will discuss several examples of how airlines are keeping up with these changes to meet customer needs and stay competitive. Course Code: ALC007EBEN01 Course format This is a self-study course, which will take you approximately 45 hours to complete , depending on your previous knowledge and experience. The course materials are provided in e-book format. You will have 12 months to complete the course and exam (enrollment validity), which starts from the date you purchase the course. Performance will be based on an examination. Please refer to the Exam Information below for more details. Please note : Once you have completed the exam you will no longer have access to the course content, and after the 12-month enrollment validity expires you will no longer have access to the course content, nor will you be able to take the exam. Recommended level The recommended level for this course is Entry-level. Study with the help of an Instructor If you would prefer to study this course with the help of a local trainer, enrol at an IATA Authorized Training Center near you. Registration information Please refer to our payment methods and applicable taxes . When you click to purchase the course, you will be directed to log in to your Training Profile through our Customer Portal. Are you purchasing the course for several people at once? Please find out how on our Payment page . Registration Dev. Nations* USD 430 (e-book) Regular* USD 515 (e-book) English Please note that payments under $300 must be paid by credit card . * Please refer to our payment options and applicable taxes . Buy e-book Learning Objectives • Upon completing this course, you will have the skills to: • List and describe techniques of effective communication and customer contact • Summarize and set out the characteristics of the various social styles and cultural differences of airline customers • Describe new trends in customer service Structure • The key topics that are covered during this course include: • Improved standard of customer service • Verbal and non-verbal communication skills • Customer contact techniques • Cross-cultural awareness • Managing stress • Activities • Review and discussion questions • List of reference books Primary Target Population This course is recommended for: Ticket office, reservations, check-in, traffic, operations, baggage service and information desk staff Cargo reservations and receiving staff Public relations and sales support personnel Flight attendants Official Qualification Please read the information about Online Exams with Remote Supervision (OERS) . Method: Online exam with remote supervision (OERS) Format: 100 multiple-choice questions. Closed course book exam. Time Allowance: 3 hours Passing Grade: 60% correct answers Distinction Grade: 90% correct answers Number of exam attempts: 2

Training Specifications