IATA Airline Customer Service for the Leadership & Management Training Program (ALC-008)

Curriculum & Course Overview

Goal 45-hour IATA e-book course plus 30 hours for the HMM© self-study modules Drive outstanding customer service with the winning combination of knowledge, skills, and attitude. This training program combines IATA's trusted Airline Customer Service course with Harvard ManageMentor© (HMM) , a state-of-the-art, media-rich training platform furnished by Harvard Business School faculty, global business leaders and practitioners in the field of leadership development. Course Code: ALC008EBEN01 Course format IATA Airline Customer Service course 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. You will have 12 months to complete the course and exam (enrollment validity), which starts from the date you purchase the course. The recommended level for this course is Entry-level. 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. 10 HMM © courses Additional time will be required for the 10 HMM© modules . Each HMM© self-study module requires approximately 2-4 hours of study. Access to the HMM© platform is valid for 6 months (enrollment validity) from the date access is provided, with exams administered online. 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 Enrollment fees include both the IATA course and access to the HMM© platform. Upon payment, you will receive access to all HMM© content for a six-month period. 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 1,000 (e-book) Regular* USD 1,150 (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: • Learn techniques of effective communication and customer contact • Understand the various social styles and cultural differences of airline customers • Gain knowledge about new trends in customer service • Build or refresh management and leadership skills • Respond to management challenges effectively Structure • The key topics that are covered during this IATA course include: • Improved Standard of Customer Service • Verbal and Non-verbal Communication Skills • Customer Contact Techniques • Cross-cultural Awareness • Managing stress • Harvard ManageMentor modules • HMM © access • This valuable online reference tool used by companies around the world will help you handle day-to-day management issues. The • Harvard ManageMentor© content summary • provides an outline of the courses which offer on-demand features to help you achieve more on the job: • Concise lessons and tools for fast and effective learning • Videos featuring Harvard University faculty, trusted experts, and next-generation emerging leaders • Editor’s Choice articles featuring up-to-the-minute business expertise, selected and updated quarterly by Harvard Business Publishing editors • Hundreds of new checklists, self-assessments, worksheets, and handouts to facilitate the application of new ideas to your own work environment • Personalized experience: goals, skill development, and action planning to help you quickly apply new skills • Post-topic, on-the-job component where you work on your action plan and receive content, tips, and reminders Primary Target Population This course is recommended for: Ticket office, reservations, check-in, traffic, operations, baggage service and information desks 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 Harvard ManageMentor© Exam A Harvard ManageMentor© Certificate of Completion is awarded for each module, provided you obtain a passing grade of 70%. You may track your progress within the HMM© platform. Method: Online assessment Format: Multiple-choice questions Number of questions: 10 or less per HMM© module Time allowed: The assessment can be retaken as many times as you need to pass Passing grade: You must score at least 70% on the assessment. How to claim your Diploma Contact Us

Training Specifications