The objective of this course is to provide participants with a practical guide to developing and implementing airport-wide customer service programmes that focus on the needs and expectations of the customer as well as the buy-in of airport stakeholders and the airport staff.

Based on the principles and strategic approach "Developing a Customer Service Culture at Airports: Measuring and Benchmarking the Results", participants will learn how to design customer service programmes that are linked to the airports' mission/vision, master plan and airport brand in a manner that aligns the airport operator and the entire airport community, including airport stakeholders, business partners and employees.

OBJECTIVES

Upon completing this course, participants will be able to:

• Provide step-by-step guidance to design, implement, monitor and communicate customer service programs that enhance customer experiences airport-wide and build customer loyalty;
• Understanding airport customers, assuring stakeholder buy-in, and encouraging employee engagement at any level;
• Attract new customers and increase passenger traffic;
• Develop techniques to motivate airport staff;
• Provide practical information on how to implement customer satisfaction research, define a customer service brand and implement a comprehensive customer service improvement programme at any level.

CONTENT

• Designing, implementing, monitoring and communicating airport customer service programme - a practical step-by-step best practice approach
• Understanding the importance and utilization of airport service brands and customer service standards
• Setting customer satisfaction goals and monitoring performance
• Assuring internal alignment and external stakeholder buy-in
• Utilizing reward and recognition tools to engage, energize and motivate airport employees
• Marketing the programme and communicating the results

FOR WHOM

Airport Customer Service, Operations Directors, Managers, Public Affairs and Communications Directors, Security Managers, Officers and staff.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

This course is available in the following locations:
Nigeria - $3000
Ghana    - $6500
Rwanda - $7500
UK - $8500
USA - $8500