This training is specially designed for employees engaged with customer services in the aviation industry. The training goals are to prepare the front office members to provide more than services but to create an excellent customer experience. It gives the employees confidence that they impact organisational development and create a special environment for its customers. The training improves and develops different competencies and skills related to interpersonal, communication and negotiation skills, decision making, creativity and conflict management. After completing this training the participant will be able to implement the best practices in customer services and design and improve superior customer experience. In the fast-changing environment and continuous technology development, a human approach is required more than ever.

The program will provide answers to questions such as:

• What is the role of the customer in the aviation industry?
• Understanding better the customer service
• How to define and develop good customer service practices?
• How to handle communication barriers?
• How to apply the rules of active listening, encoding and decoding information?
• Which words and phrases to use to support communication with customers?
• Which words and phrases harm communication with customers?
• How to use the GUEST formula?
• How to identify different types of customers and apply appropriate methods and techniques to deal with them?
• How to use different approaches to customers?
• Knowledge and application of specific communication skills
• Understanding and Application of communication psychology

The training is based on different training methods such as simulations, exercises, work with peers, individual work, case studies, etc., to develop a highly effective training procedure. The program concludes with reflections on what the participants have learned and an action plan to help them apply the insights they gained during the program.

Contact: [email protected]