Excellence in Airline Customer Care Administration

Course Objectives:
• Develop a comprehensive understanding of airline customer care principles and practices
• Enhance skills in managing customer complaints and feedback
• Improve communication and conflict resolution techniques
• Foster a customer-centric culture within the airline industry
• Develop strategies for effective customer retention and loyalty
Course Content:
• Introduction to Airline Customer Care
• Overview of the airline industry and its customer care challenges
• Importance of customer care in airline operations
• Key principles of customer care in the airline industry
• Understanding Customer Needs and Expectations
• Identifying customer needs and expectations
• Understanding customer behavior and preferences
• Developing customer profiles and personas
• Effective Communication and Conflict Resolution
• Communication techniques for resolving customer complaints
• Conflict resolution strategies and tactics
• Building trust and rapport with customers
• Managing Customer Complaints and Feedback
• Handling customer complaints and feedback effectively
• Identifying and addressing root causes of complaints
• Implementing corrective actions and follow-up
• Building a Customer-Centric Culture
• Creating a customer-centric culture within the airline
• Empowering employees to deliver exceptional customer care
• Measuring and evaluating customer satisfaction
• Strategies for Customer Retention and Loyalty
• Understanding customer loyalty and retention
• Developing strategies for customer retention and loyalty
• Measuring and evaluating customer retention and loyalty

METHODOLOGY
The training methodology integrates lectures, interactive discussions, collaborative group exercises, and illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical experience, emphasizing the application of learned techniques. This approach ensures that attendees return to their professional environments equipped with both the competence and self-assurance to effectively implement the acquired skills in their responsibilities.

DATE:

1ST BATCH:        8th – 11th Apr,                  2025      

2ND BATCH:       12th – 15th Aug,               2025

3RD BATCH:       2nd – 5th Dec,                    2025