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ASET Certificate in Airport and Airline Customer Care

Course Code: AS204

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.

Qualifications

The course is accredited by ASET enabling students to gain an accredited award on successful completion of the assessments.

Course Questions & Answers

What skills are needed to enrol onto this course?

This course does not require any previous skills.

What is included in the cost of my course?

• Studyguide
• Comprehensive study notes for each element of the course
• Self-assessment activities
• Assignments
• Tutor support
• Assignment marking & feedback
• Accreditation

Do I have to sit an exam?

No. Each module is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required.

Are there any additional costs?

No, everything you need is included in the price!

What do I do if I still have questions?

Please feel free to use the contact form on this website. An advisor will respond as soon as possible.

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