Diploma in Customer Support (CSA)

What Will You Learn?

• What You Will Learn in the Diploma Program:
• Aviation Industry Overview: Understanding the structure of the aviation industry, including airline operations, airport management, and the roles of various stakeholders (airlines, airport authorities, ground handling agencies, etc.).
• Customer Service Fundamentals in Aviation :Core principles of customer service, with a focus on the aviation context, including effective communication, professionalism, and understanding customer needs.
• Passenger Handling and Assistance : Techniques for assisting passengers during check-in, boarding, and deplaning.
• Providing support for special needs passengers (e.g., elderly, disabled, or those requiring medical assistance).
• Managing and resolving common passenger issues like delays, cancellations, and lost baggage.
• Ticketing and Reservations : Understanding airline reservation systems (like Amadeus, Sabre, or Galileo).
• Processing bookings, cancellations, and ticket modifications.
• Handling ticket issuance, re-issuance, refunds, and upgrades.
• Airport Operations and Ground Services : Overview of airport operations, including security protocols, boarding procedures, and gate management.
• Learning about baggage handling, tagging, and loading procedures.
• Coordinating with ground handling teams for smooth passenger flow and service delivery.
• Cultural Sensitivity and Communication : Training in cultural competence to effectively serve passengers from diverse backgrounds.
• Multilingual skills and communication techniques to assist international travelers.
• Dealing with passengers' emotional states (stress, anxiety) during travel disruptions.
• Safety and Security Regulations : Knowledge of aviation safety and security regulations (e.g., TSA guidelines, IATA regulations).
• Understanding passenger screening processes, baggage security checks, and emergency procedures.
• Crisis Management and Conflict Resolution : Techniques for managing crises (flight delays, cancellations, emergency situations).
• Conflict resolution skills for handling difficult passengers and resolving complaints efficiently.
• Sales and Marketing in Aviation : Upselling and cross-selling techniques (e.g., promoting upgrades, additional services like priority boarding, lounge access).
• Building brand loyalty and enhancing the passenger experience.
• Use of Digital Tools and Technology : Familiarity with airline customer service software, mobile apps, and self-service kiosks.
• Understanding the use of digital communication tools like chatbots and social media for customer engagement.
• Soft Skills Development : Training in empathy, patience, teamwork, and time management to effectively handle multiple tasks and customers simultaneously.
• Professional etiquette and grooming standards specific to the aviation industry.
• First Aid and Emergency Procedures : Basic first aid and emergency response training, including CPR, to assist in case of medical emergencies on the ground or in-flight.