Developing a Customer Service Culture at Airports:
Measuring & Benchmarking the Results*
Professional Certificate course, face-to-face: 5 days
Brief
The objectives of this course are to show the importance of providing excellent customer service, how to do it and the benefits for those who do. The course will suggest techniques, principles and the practical applications necessary to allow you and your company to reap the very rewarding benefits that come from excellent customer service.
In addition, the course will provide guidance on the implementation of customer satisfaction research, the analysis of the results, the benefits of integrating customer service and security training, the use of performance management to achieve the desired results.
Benefits
- Provides the tools to build customer loyalty
- Enhances the reputation of your airport
- Attracts new customers to your airport and increases your passenger traffic
- Motivates airport staff
- Provides airport managers with the tools to make key business and operational decisions
- Provides practical information on how to implement customer satisfaction research define your airport‘s brand, and implement a comprehensive customer service improvement program
Who should attend?
Quality of Service Mangers, Customer Relations Staff, Terminal Managers, Airport – Airline Relations Staff, Concessionaires, Companies doing business at airports
Up-coming sessions
| Dates | Location | Language | Non-Member Price (USD) | Member/WBP Price (USD) | Register |
| 13-17 May 2013 | Athens, Greece
| English | $2,400 | $1,600 | Register |
| 15-19 July 2013 | Montreal, Canada | English | $2,400 | $1,600 | Register |
| 25-29 August 2013 | Abu Dhabi, UAE | English | $2,400 | $1,600 | Register |
| 04-08 November 2013 | Kuala Lumpur, Malaysia | English | $2,400 | $1,600 | Register |
| 08-12 December 2013 | Abu Dhabi, UAE | English | $2,400 | $1,600 | Register |
* This course can be taken as an elective for the Airport Professional Accreditation Programme (AMPAP).