Airport Ground Services, Customer Service, Retail & Sales Program

This customer service and communication training program is designed specifically for people who are looking to build their career in retail front line sales as agents, airport staff and call center employees. After the completion of the course, you will be equipped with the needed customer service excellence to engage better with customers, portray energy and commitment as well as clearly understand how positive phrasing can help to deliver a connection with customers and enhance their personal communication. Delegates will learn how to manage challenging customer interactions and relationships to deliver outstanding service.

• PROGRAMME STRUCTURE

  SEMESTER 1

  • 1. Personal Appearance
  • 2. Effective Communication Skills
  • 3. Personality Development
  • 4. Emotional Intelligence

  SEMESTER 2

  • 1. Customer Relationship Management
  • 2. Retail Skills
  • 3. Tele Marketing
  • 4. Selling Smarter

  SEMESTER 3

  • 1. Call Center Training
  • 2. Airport & aviation operations
  • 3. Load, trim, cargo and DGR
  • 4. Passenger handling

  SEMESTER 4

  • 1. Baggage handling
  • 2. Business Writing
  • 3. CV Building
  • 4. Interview Skills