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Course Overview

Course Title: Advanced Airline Customer Service & Complaint Resolution

Part of: Airline Customer Service Career Progression Series

Offered by: Takeoff Aviation Academy

Level:  Advanced

Format: Online, In-person, or Blended

Course Description

Course Objectives

Who Should Attend?

Key Modules

Module 1: Understanding Customer Expectations

Module 2: Advanced Conflict Resolution Techniques

Module 3: Mediation & Conflict De-escalation

Module 4: Social Media and Public Complaints

Module 5: Complaint Case Law and Passenger Rights

Module 6: Protecting Brand Reputation

Module 7: Emotional Resilience & Wellbeing for Frontline Staff

Module 8: Inclusive Service Practices

Module 9: Digital Tools & Case Management Systems

Assessment and Evaluation

Quiz on Reframing Complaints as Opportunities

Quiz on Structured Complaint Resolution Models

Quiz on Mediation & Conflict De-escalation

Quiz: Handling of aviation complaints

Quiz on Social Media and Public Complaints

Quiz on Complaint Case Law and Passenger Rights

Quiz

Feedback

Course Feedback Survey

Badge Card

$ (USD)

Advanced Airline Customer Service

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            <p>The Advanced Airline Customer Service course is meticulously designed to equip airline staff with the essential skills and knowledge required to excel in customer service and complaint resolution. This course is part of the Airline Customer Service Career Progression Series and is offered by the esteemed Takeoff Aviation Academy. It caters to individuals at an intermediate to advanced level, ensuring that participants can build upon their existing expertise in the airline industry. The course spans three intensive days or can be completed at a self-paced schedule over two weeks, providing flexibility to accommodate the diverse needs of airline professionals. Participants will have the opportunity to engage in various learning formats, including online, in-person, or blended approaches, ensuring a comprehensive learning experience tailored to their preferences.

<p>Throughout the course, participants will delve into key modules that focus on reframing complaints as opportunities, structured complaint resolution models, mediation and conflict de-escalation, and the impact of social media on public complaints. Additionally, the course will cover complaint case law and passenger rights, empowering airline staff with the knowledge to navigate complex situations effectively. By the end of the course, attendees will not only enhance their customer service skills but also earn a CPD-accredited Certificate of Achievement, validating their commitment to professional development in the airline industry. This course is an invaluable resource for airline staff seeking to elevate their service standards and foster positive customer relationships in an increasingly competitive environment.
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