Managing Service Quality at Airports
Professional Certificate course, face-to-face: 3 days

Brief

The main objective of this training module is to equip managers with the knowledge, skills and tools to manage service quality effectively at an airport.

The course will adopt a holistic approach to the issue, drawing on industry best practices and using case studies and practical exercises to show how theory has been put into practice at the leading airports. Participants will learn how to use the Airport Service Quality (ASQ) Programme tools as part of a service improvement strategy.

Benefits

• A highly practical course, participants will take away knowledge and tools which they can apply immediately
• Well researched material, validated by the ASQ programme
• Experienced instructors with expertise in customer service research and airport management
• Case studies based
• Participants will benefit from the industry best practice knowledge developed through the ASQ programme in recent years

Who should attend?

• Terminal operations supervisors / managers
• Duty managers
• Customer service managers
• Quality assurance managers

Up-coming sessions