Location

Community Services & Continuing Education - Alexandria

Objectives

• • Understand what customer service means in relation to internal & external customers.• Recognizing how one's attitude affects service standards.• Knowing master ways to develop & maintain a positive, customer focused, attitude.• Developing needs analysis techniques to better address customer needs.• Master techniques for dealing with difficult customers• Acquire tools for recovering difficult customers• General knowledge on Airline System and work in One of them Amadeus System. (Practical).

Outcomes

Upon successful completion of this course, students will be able to: • Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization• Practice the techniques of managing customer expectations and delighting customers• Provide better, faster service and increase customer satisfaction• Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem• Understand the basics of airline system

Course Contents

• Identify the importance of customer service, which• leads us to improve our soft skills required for• achieving excellence in customer care.• Types of communications with the customer.• Types of the customer.• Handling customer complaints.• General knowledge on Airline System and work in One of them Amadeus System. (Practical).