Course Outline

• Achieving Corporate Objectives through Quality Service
• Customers Profiling and Needs
• Introduction to Behaviour Analysis and Transaction Analysis
• Total Quality Concept and Application (Customer Service)
• Courtesy in Service
• Passenger Requiring Special Attention Effective Communications.
• Handling Upset Customer (delays, disruptions, diversions, cancellation etc)
• Appearance, Attitude and Body Language
• Techniques of Effective Communication and Customer Contact
• Product Knowledge and Route Geography of the Airline
• Airline Goals and Corporate Culture and Mission etc.

Duration: 3-Days

Fees: N95,000 / participant.