IATA Serving the Travel Customer

04-07-2024

Objectives:

Explain why good customer service is important in the travel industry
Define customer service as an integral element in the travel professional’s role
List effective “do’s and don’ts” when serving customers via different communication channels
State the benefits of developing customer loyalty and strategies for building customer loyalty
Identify steps and methods for handling upset customers
Relate job performance to workplace stress and recommend coping strategies for travel professionals

Topics:

Doelgroep

Secundary School

Classes are online.

donderdag 04 juli 2024 (00:00) ⇾ zondag 31 augustus 2025 (00:00)

Einde inschrijvingen: zaterdag 30 november 2024 (23:59)

IATA Serving the Travel Customer

Topics:

Customer Service in the Travel Industry
- The role of the travel professional
- What do we mean by customer service?
- The importance of customer service skills
Communicating with Customers
- Verbal and non-verbal communication
- Communicating by telephone
Customer Service and Technology
- Customer expectations
- Available modes of communication
- Automating customer communication
- Embracing new technology
Winning Customer Loyalty
- Four steps in delivering exceptional service
- Providing after-sales service and support
- Protecting customer interests
- Competing with the internet
Handling Difficult Customers
- Why customers get upset
- Responding to an upset customer
- Calming customers on the telephone
- Calming the customer: do’s and don’ts
- Dealing with unreasonable demands
- Keeping self-control
Coping with Work Stress
- Sources of workplace stress
- Coping with stress