CUSTOMER SERVICE
Station Agent

This course intends to train your employees to become customer-oriented professionals. They will learn how to communicate efficiently, how to give a good image of the company and how to handle conflict situations.

Course objectives

• Use proven techniques to improve your operational practices, solve problems, and optimize benefits
• Combine modern business practices with operations to meet international standards
• Identify areas for improvement in your operations and facilitation processes
• Apply performance measurement techniques to support key operational project need.

Course content

Understanding the airport
• Overview of the Air Transport System
• Airport definition, function, customers and partners
• Airport management and operation
• The need for standardisation
• The airport business and its economic impact
• Airport master planning.

The airport as an operational system
• The airside
• The terminal Area
• The landside
• Airport certification
• The overall airport operation.

Security
• Civil Aviation security
• Airport security
• Aircraft operator’s security programme
• Testing, inspection and audit.

Support services
• On-site services
• External services.

Airport issues and challenges
• Security threats
• Economics
• Capacity
• New aircraft types
• Sustainable development.

The future of airports
• Future technology
• Ownership and operation
• Coping with uncertainty.

Additional courses
• Dangerous Goods: DGR cat. 8
• Aviation safety & security
• Customer service.

WHO IS IT FOR

Any employee with reception and orientation functions

HOW LONG IS IT

7 hours min.

WHAT’S HOT

• Course can be customized
• Distance learning available
• An educational team available
• Professional trainers

CUSTOMER SERVICE
Check-in Agent

Course objectives

• Be able to do the check-in and boarding of passengers
• Know the regulations in terms of airport safety and security and dangerous goods
• Maintain a customer service approach with passengers

Course content

• Customer service, main principles
• Passenger and baggage handling policy and procedures
• IATA; organizational recommendations and resolutions
• Reservation systems, their link to DCS
• Aviation phonetic alphabet
• IATA airline codes
• IATA city/airport codes
• Country codes
• Special categories of passengers, their handling procedures (check-in, boarding)
• Types of itineraries (OW, RT, OJ)
• Travel classes, their coding, differences of service
• Tickets, their types
• Baggage handling policies and procedures
• Passenger check-in types and procedures
• Passenger seating (emergency exit seats)
• Passenger boarding policies and procedures; cabin baggage restrictions
• Travel documents
• TIMATIC database
• Documents and data protection and security
• Flight irregularity procedures
• Communication procedures
• Extraordinary and extreme situation handling
• Infectious disease recognition, handling of passengers potentially carrying an infectious disease
• Personnel safety and health
• Emergency response plan
• Alliances of airlines
• Frequent flyer programs, additional services for such passengers
• Weight & Balance main principles, importance, coordination and procedures
• Lost & Found procedures
• Actual documents of customer airlines
• Technical English
• DGR Category 9: passenger handling
• Airport Security awareness.

WHO IS IT FOR

Any current or future check-in agent

HOW LONG IS IT

140 hours

WHAT’S HOT

• Course can be customized
• Distance learning available
• An educational team available
• Professional trainers

CUSTOMER SERVICE
altéa ticketing

Course objectives

• Access and navigate the customer
• Management using appropriate applications
• Use keyboard shortcuts and menus to navigate between applications
• Manage system functions: check-in, boarding
• Deal with irregularities related to operations: rerouting, transfer
• Receive and process information via Messenger
• Identify issues related to devices
• Using the Online Help.

Course content

• Introduction
• Altéa DCS CM System Architecture / Navigation
• Customer Management GUIDE – Sign in / off
• Work with Messenger
• Timatic
• Linking / delinking
• Customer View
• Select Carrier
• Navigation Application
• Solving the Customer’s Problems
• Set comment / information/ add services
• Coupon status / Reservation/ View customer/
Create Record / Record Staff
• Printing: BPass, btag
• On classification and declassification
• Boarding: opening, closing and management
• Acceptance of passengers: open and closed
• Passenger ineligible status when boarding
• Printing lists of flight
• Onload list and Standby List
• Irregularities
• Rerouting

WHO IS IT FOR

Any passenger service and ticketing desk agent

HOW LONG IS IT

28 hrs

WHAT’S HOT

• Course can be customized
• Distance learning available
• An educational team available
• Professional trainers

CUSTOMER SERVICE
Amadeus CRS

Course objectives

• Ensure booking of passengers and modify flight tickets
• Control sale, modifications and cancellations
• Inform customers on availability, schedules and rates.

Course content

• Introduction to the Amadeus CRS service
• Flight availability
• Building a complete PNR and ending transaction
• Flight sell, follow-up availability entries, frequent-flyer element
• Miscellaneous Amadeus functions
• Changing and deleting PNR data
• Entering fare elements, displays, notes
• TIMATIC
• Return availability and SSR elements
• Seat maps, requests and customer preferences
• Ticketing element
• Vouchers.

WHO IS IT FOR

Airline fares desk agents, travel agents, airline ticket agents, call center agents.

HOW LONG IS IT

35 hrs

WHAT’S HOT

• Course can be customized
• Distance learning available
• An educational team available
• Professional trainers

CUSTOMER SERVICE
Disability Assistance

Course objectives

• Assist impaired and disabled persons and persons with reduced mobility
• Understand and apply local and international regulations.

Course content

• Disability-awareness training
• Booking facilities
• Check-in and Gate facilities
• Skills for providing assistance to disabled persons and persons with reduced mobility
• Understanding of the need for reliable and professional assistance
• How to help wheelchair users make transfers into and out of a wheelchair
• Escort passengers with visual impairment
• Understanding and handling equipment of disabled persons
• Experience reports
• Refreshing existing knowledge of first aid.

WHO IS IT FOR

Staff providing direct assistance to disabled persons and persons with reduced mobility

HOW LONG IS IT

28 hrs

WHAT’S HOT

• Course can be customized
• Distance learning available
• An educational team available
• Professional trainers

CUSTOMER SERVICE
Customer Service Skills

Course objectives

Learn the principles of delivering extraordinary customer service in this one day course through demonstrating the ten key steps of a quality customer contact.

Course content

• Take ownership and be the driver of customer service
• Identify the key concepts and components of customer service excellence
• Learn how to provide a superior level of service to both internal and external customers
• Understand the dynamics of why customers remain loyal
• Respond proactively to any customer situation by utilising key communication skills
• Improve listening, empathy and assertiveness techniques
• Deliver quality customer service through cooperation, flexibility and collaboration
• Demonstrate positive language and telephone courtesy techniques
• Communicate proactively, by going the extra mile.

WHO IS IT FOR

Staff dealing with customers

HOW LONG IS IT

7 hrs

WHAT’S HOT

• Course can be customized
• Distance learning available
• An educational team available
• Professional trainers

CUSTOMER SERVICE
Telephone Skills

Course objectives

• Identify the small differences that can make a big difference in customer service
• Make the most of sales and customer service Opportunities
• Develop confidence in customer interactions with callers
• Use the Information Gathering Model to evaluate how to best meet their caller’s needs.

Course content

• Communication: practice active listening supported with meaningful oral and written information
• Customer experience: leverage positive experiences to create customer loyalty and long-term relationships
• Attitude: maintain a friendly, positive, and enthusiastic outlook
• Interpersonal skills: display a consistent ability to build solid relationships inside and outside the organization
• Adaptability: be open-minded. Demonstrate flexibility when faced with changes
• Customer acquisition: identify and convert prospects into customers who are champions for your organization.

WHO IS IT FOR

Staff in charge of telephone calls

HOW LONG IS IT

7 hrs

WHAT’S HOT

• Course can be customized
• Distance learning available
• An educational team available
• Professional trainers

conseil-en-image

Objectifs de la formation

À l’issue de la formation, le ou la stagiaire aura appris à :
• Valoriser son image personnelle
• Prendre en confiance en lui/elle.

Contenu de la formation

Le savoir-vivre
• L’hygiène
• Les règles de vie et de comportement
• Une apparence soignée.

Couleurs et personnalité
• Définir le type de saison
• Trouver les couleurs qui vont le mieux
• Rechercher les couleurs complémentaires
• La connotation psychologique des couleurs.

Le maquillage
• Préparer la peau
• Choisir l’harmonie qui met en valeur
• Apprendre à se maquiller
• Utiliser les accessoires de maquillage.

La coiffure
• Le soin des cheveux
• La coupe et la couleur des cheveux selon le visage et la personnalité.

WHO IS IT FOR

Toute personne en contact direct avec des clients

HOW LONG IS IT

À définir selon vos besoins (7 heures généralement)

WHAT’S HOT

• Course can be customized
• Distance learning available
• An educational team available
• Professional trainers

CUSTOMER SERVICE
Cabin Crew

Course objectives

Acquire the basic skills necessary for the admission and completion of the CCA exam.

Course content

• General theoretical knowledge of aviation and aviation regulations
• Duties and responsibilities of cabin crew
• Communication
• Introductory course on human factors (HF) and crew resource management (CRM)
• Passenger handling and cabin surveillance
• Aero-medical aspects and first aid
• Dangerous Goods
• Security
• Fire and smoke training
• Survival.

Please note that the above programme is compliant with EASA Aircrew Regulation Part-CC and is thus for people wishing to work as a Cabin Crew in commercial air transport within a Member State of the European Community.

WHO IS IT FOR

Prospective Cabin Crew

HOW LONG IS IT

154 hrs

WHAT’S HOT

• Course can be customized
• Distance learning available
• An educational team available
• Professional trainers

CUSTOMER SERVICE
Passenger Handling

Course objectives

Ensure the flight operation (check-in and boarding) in complete autonomy and in accordance with airlines procedures.

Course content

• Management of passenger flows and orientation
• Check-in passenger procedures
• Boarding passenger procedures
• IATA regulation and codes
• Airlines procedures
• How to help wheelchair users make transfers into and out of a wheelchair
• Escort passengers with visual impairment
• Understanding and handling equipment of disabled persons
• Experience reports
• Refreshing existing knowledge of first aid.

WHO IS IT FOR

Personel taking care of passengers from the check-in point to boarding at the departure up to baggage delivery in destination

HOW LONG IS IT

21 hrs

WHAT’S HOT

• Course can be customized
• Distance learning available
• An educational team available
• Professional trainers

CUSTOMER SERVICE
Conflict Resolution Skills

Course objectives

• Understanding what can trigger a conflict
• Implement a standby situation
• Anticipate crisis situations.

Course content

• Difference between crisis and conflict
• The different types of conflicts
• Analysis and anticipation methods
• Indicators
• Mechanisms of atmosphere deterioration
• Development of the good attitudes in conflict
• Knowledge of the different ways to respond
• Development of positive behaviors
• Turning conflicts into opportunities.

WHO IS IT FOR

Staff dealing with passengers

HOW LONG IS IT

7 hrs

WHAT’S HOT

• Course can be customized
• Distance learning available
• An educational team available
• Professional trainers

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