Implementing Branded Customer Service Programmes at Airports

Professional Certificate Course
Delivery: Classroom 
Duration: 5 days 

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 that is taught in the AMPAP elective course "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.

Learning 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 engagementat 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.


Target Audience
 

  • Airport Customer Service and/or Operations Directos, Managers, Officers and staff;
  • Airport Marketing  and Commercial Managers and staff
  • Airport Public Affairs and Communications Directors, Managers and staff
  • Airport Security Managers, Supervisors and staff
  • Supervisory and Managerial Airport staff who have external and/or interal customers


Course Content
 

  • Designingm implementing, monitoring and communicatindf 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 motinvate airport employees 
  • Marketing the programme and communicating the results

Upcoming sessions

DatesLocationMember/WBPNon-MemberRegister
 4-8 June Nairobi, Kenya US$1,500 US$2,170Register