Gain essential strategies to ensure that the customer’s level of satisfaction will influence a purchase or repurchase decision by ensuring that your front-line contact with the customer is remarkable.

In this course you will learn about customer service in the travel industry highlighting its importance in retaining current business while attracting new business. You will also explore fundamental communication skills essential for positive agent-customer interactions, practical ways to stay in touch with travelling customers, and how to win customer loyalty. Learn how to handle difficult or upset customers, how to deal with the reality of stress in the workplace, and coping strategies for travel professionals.

Course format: This self-study course is available in etextbook format.

• This course requires approximately 20 hours of study, to be completed in 6 months.
• All candidates will be given 1 attempt to successfully complete the final exam.
• To successfully pass the exam, the student must achieve a grade of 70% or higher.
• A printable IATA Certificate is awarded upon successful completion of the final examination.