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ASET Certificate in Airport and Airline Customer Care

Course Code: AS204

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This is the ASET Certificate in Airline & Airport Customer Care. The course is intended for anyone considering or currently employed in a customer facing role in ground or cabin crew occupations in the air travel industry.You will also be able to describe the part played by air transport in the travel and tourism industry, Identify the value of providing good customer care and standards expected, Demonstrate an understanding of good communication skills, Describe how to create a positive impression with passengersIntroduce passenger problem solving techniques, Display a product knowledge of the airline industry, and identify key components of customer care.

Course Content

The course is divided up as seven modules, as follows:

Unit 1 - Travel & Tourism

The importance of the airline industry
The key parts of the Travel & Tourism Industry in relation to airlines
The importance of Travel & Tourism in the UK
Ways to help airline passengers and offer appropriate advice
Products and services used by passengers at airports and on aircraft
How to help passengers with their onward journey

Unit 2 - Passenger needs

Providing a customer service experience
Identifying Passenger needs
What GOOD & EXCELLENT Customer Service means to Passengers
Customer Service standards and how they apply to airlines
What good Customer Service is and its importance to airline passengers

Unit 3 - Airline & Airport Customer Care

The principles of effective customer service
The importance of effective communication for Passengers
The different skills and identify the signs needed to be a "GOOD LISTENER"

Unit 4 - Creating a Positive Impression with passengers

Principles of FIRST IMPRESSIONS with airline passengers
Behaviour which creates GOOD and BAD 1st impressions with passengers
Recognising how important first impressions are in the airline industry airlines
How to make GOOD verbal impressions to a larger audience of passengers via a P.A.

Unit 5 - Solving Passenger Problems and Creating a Lasting Impression

How airlines can gain loyal support with airline passengers
How to recognise the different types of airline complainer and deal with them effectively
How to use the "GOOD LISTENER" techniques to handle passenger problems
The keys to "Lasting Impressions" for passengers

Unit 6 - The Importance of product Knowledge in the Airline Industry

The principles of product knowledge for airlines
How airlines link their product knowledge to the whole passenger experience
How passengers are part of the Airline Industry

Unit 7 - The key Components of Airline Customer Service

The Key Components for effective Airline Customer Service
How the Travel and Tourism Industry works in the UK and with Airlines
Research GOOD Customer Service
Research POOR Customer Service
How to interpret Customer Feedback
Assessing your own level of Customer Service

Course Duration

Students may register at any time and have a full year to complete their studies.

Assessment

The course will take the form of a series of written assignments which are submitted and marked by your tutor. There is no external examination.

Study Method

The course is designed for study by distance learning at home or at work. Students receive a course manual, assignments and study guide plus tutor support by mail or email. You can start at any time and plan your studies over a period of up to one year from the time of registration.