8 Sections
23 Lessons
4 Weeks
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Module 1: Introduction to Airline Customer Service
4
1.1
Definition and Importance of Airline Customer Service
1.2
Roles & Responsibilities of Customer Service Staff
1.3
Course Objectives (Module 1)
1.4
Module 1 Quiz
2 Minutes
7 Questions
Module 2: Passenger Check-In Procedures
4
2.1
Check-In Systems & Technology
2.2
Handling Special Passengers
2.3
Course Objectives (Module 2)
2.4
Module 2 Quiz
5 Minutes
8 Questions
Module 3: Customer Communication & Complaint Handling
4
3.1
Effective Communication Skills
3.2
Complaint Resolution Process
3.3
Course Objectives (Module 3):
3.4
Module 3 Quiz
3 Minutes
8 Questions
Module 4: Flight Information & Boarding Procedures
4
4.1
Flight Information Management
4.2
Boarding Procedures
4.3
Module Objectives
4.4
Module 4 Quiz
3 Minutes
8 Questions
Module 5: Lost & Mishandled Baggage Handling
4
5.1
Baggage Tracking & Claims Process
5.2
Communication & Compensation
5.3
Course Objectives
5.4
Module 5 Quiz
3 Minutes
8 Questions
Module 6: Airport Security Awareness
3
6.1
Security Screening & Regulations
6.2
Roles & Responsibilities of Staff
6.3
Module 6 Quiz
2 Minutes
7 Questions
Module 7: Service Recovery & Passenger Satisfaction
4
7.1
Handling Service Failures
7.2
Improving Passenger Satisfaction
7.3
Objectives
7.4
Module 7 Quiz
3 Minutes
8 Questions
Module 8: Airline Policies, Regulations & Professionalism
4
8.1
Airline Policies & Procedures
8.2
Professionalism & Ethics
8.3
Objectives
8.4
Module 8 Quiz
2 Minutes
7 Questions
Airline Customer Service Course
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