Aviation Customer Crisis and Handling Course

Objectives:
• Understand the importance of effective crisis management in the aviation industry
• Learn strategies for handling customer crises effectively
• Develop skills to mitigate the impact of crises on customer satisfaction and loyalty
• Familiarize yourself with industry best practices for crisis management
Course Content:
• Introduction to Crisis Management in Aviation
• Definition and scope of crisis management
• Importance of effective crisis management in aviation
• Overview of the course
• Understanding Customer Expectations and Needs
• Identifying key customer expectations and needs
• Understanding the role of customer satisfaction in crisis management
• Strategies for meeting customer expectations during crises
• Crisis Identification and Prevention
• Identifying potential crisis scenarios
• Strategies for preventing crises from occurring
• Role of proactive communication in crisis prevention
• Crisis Response and Communication
• Effective communication strategies during crises
• Role of transparency and honesty in crisis communication
• Strategies for managing stakeholder expectations during crises
• Crisis Resolution and Recovery
• Strategies for resolving crises effectively
• Role of customer feedback in crisis resolution
• Strategies for rebuilding customer trust and loyalty after a crisis
• Case Studies and Group Discussion
• Real-life examples of effective crisis management in aviation
• Group discussion on crisis management strategies and best practices
• Conclusion and Next Steps
• Recap of key takeaways from the course
• Strategies for implementing effective crisis management in your organization

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: 18th – 21st Feb, 2025
2ND BATCH: 24th – 27th June,2025
3RDBATCH: 4th – 7th Nov, 2025