Basic Customer Service

Course details

This course provides a comprehensive introduction to customer service. It covers communication, culture in the workplace, teamwork, complaint handling, and energy in a highly interactive and engaging way.

Course Benefits

By the end of the program, participants will be able to:

• Explain the importance of customer service for airports and their role in creating a great customer experience
• Communicate in a positive manner with customers
• Understand and apply appropriate behaviours based on scenarios
• Explain the importance of culture in the workplace and how to improve communication across cultures
• Handle difficult customers with confidence 
• Act as team members and support each other

Who Should Attend

• Anyone who works with internal or external customers.

Course Outline

• Communications (words, tone, body language, questioning techniques, 2-way communication)
• Active Listening
• APA Behaviour Model (Aggressive, Passive, Assertive)
• Professionalism
• First Impressions
• Culture
• Complaint Handling
• Energy at Work
• Teamwork

Course Prerequisite (s)

• Intermediate English.