Gulf Centre for Aviation Studies

ACI - Developing A Customer Service Culture At Airports: Measuring and Benchmarking the Results : AMPAP Elective

Instructor Led Virtual Training

The objectives of this course are to show the importance of excellent customer service, how to do it and the benefits for those who do. The course will suggest techniques, principles and the practical applications necessary to allow you and your company to reap the very rewarding benefits that come from excellent customer service. (Please note course fees indicated are for ACI Members/ACI World Business Partners. Please contact us for non-member pricing.)

Course Benefits

Upon completing this course, participants will be able to: 

  • Describe tools that enhance customer service airport-wide and build customer loyalty. 
  • Use customer service techniques to attract new clients, increase passenger traffic, enhance the reputation of the airport, and motivate airport staff. 
  • Apply customer-centric tools to make key business and operational decisions. 
  • Analyse customer satisfaction research to define and manage the airport‘s brand and implement a comprehensive customer service improvement programme.

Who Should Attend

  • Airport General Manager/ Executive Director 
  • Airport Operations, Customer Service, Quality Assurance Directors, Managers, officers and staff 
  • Airport Marketing, Commercial, Public Relations and Communications Directors and staff 
  • Airport Security and Regulatory Managers, Airport Security Supervisors and staff 
  • Airport Administration Management and staff

Course Outline

  • Best practice approach to managing service quality, airport-wide brand and service standards 
  • Raising internal and external customer service awareness including PRM needs 
  • Defining customer satisfaction and selecting the right benchmarks 
  • Setting customer satisfaction goals using reward and recognition programmes 
  • Survey design and methodology and analysing and presenting results
  • Approaches to engaging, energizing, and motivating airport employees and airport partners 
  • Developing performance management programmes and communications plan

Course Prerequisite (s)

Speak, read and write English.