LAPT
London Academy of Professional Training
Workshop
N/A
Workshop
Aviation Industry
Aviation Customer Service Essentials
REF: AV-PSE-W
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
1
Passenger Feedback Analysis
Understanding Passenger Feedback Channels and Metrics
Analyzing Passenger Feedback Data for Service Improvement
Implementing Changes Based on Passenger Feedback
2
Service Recovery Techniques
Understanding Service Failures and Their Impact
Effective Communication Techniques for Service Recovery
Implementing Best Practices in Service Recovery Solutions
3
Cultural Awareness in Aviation
Understanding Cultural Diversity in Aviation
Effective Communication Strategies Across Cultures
Managing Cultural Sensitivities in Passenger Services
4
Passenger Handling and Support
Understanding Passenger Profiles and Needs
Effective Communication and Problem Resolution Techniques
Advanced Passenger Support: Special Assistance and Emergency Protocols
5
Communication Skills for Aviation Professionals
Fundamentals of Effective Communication in Aviation
Interpersonal Communication Strategies with Passengers
Advanced Communication Techniques for Conflict Resolution
6
Introduction to Aviation Customer Service
Understanding the Aviation Customer Service Landscape
Key Interpersonal Skills for Exceptional Passenger Service
Handling Complex Customer Service Scenarios in Aviation
Assessment Breakdown
Passing Mark: 300 / 500 (60%)
How to Enrol
Website: lapt.org
Email: info@lapt.org
Phone: +44 7513 283044
Address: 85 Great Portland Street, W1W 7LT, United Kingdom
Hours: Monday – Friday, 9AM – 5PM