Supervising Airport Teams To Deliver Great Customer Service

Curriculum & Course Overview

Goal The course will provide participants with the knowledge and skills necessary to effectively supervise customer service teams in an airport environment in accordance with international best practices. Learning Objectives • This course will focus on some of the leadership aspects required of a supervisor in this environment. • Upon completion, the trainee will be able to: • Lead the Customer Service teams on shift • Handle Customer Complaints • Coach Individuals • Develop a positive team culture Primary Target Population Supervisors within customer facing sections of the airport Operations duty managers within customer facing sections of the airport Entry Requirements • Entry Requirements: • Participants should have: • High levels of English language • Jobs which involve the supervision of team members on shift • Delivery Requirements: • Two instructors who specialise in customer service and/or leadership • Standard classroom equipped with multi projection capability. • Materials and Equipments as specified in Facilities Material and Equipment Form.

Training Specifications