IATA – SERVING THE TRAVEL & TOURISM CUSTOMER (CANADA)

Course Duration

03 Months

Entry Requirements

G.C.E (O/L) London or Local

Class Schedule

Weekends / Weekdays

Intakes

January / March / May / July / September / November

World-wide Examination

March / June / September / December

Examination Format

open Book , MCQ Only (Multiple Choice Questions)

About

Gain essential strategies to ensure that the customer’s level of satisfaction influences a purchase or repurchase decision by making your front-line contact with the customer 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 traveling customers, and how to win customer loyalty. Learn how to handle difficult or upset customers, deal with the reality of stress in the workplace, and use 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 one 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.
 

WHAT YOU WILL LEARN

Upon completing this course you will be able to:

  • Explain why good customer service is important in the travel industry.
  • Define customer service as an integral element in the travel professional’s role.
  • List effective “do’s and don’ts” when serving customers via different communication channels.
  • State the benefits of developing customer loyalty and strategies for building customer loyalty.
  • Identify steps and methods for handling upset customers.
  • Relate job performance to workplace stress and recommend coping strategies for travel professionals.
 

Key Topics

  • Customer Service in the Travel Industry
  • Communicating with Customers
  • Customer Service and Technology
  • Winning Customer Loyalty
  • Handling Difficult Customers
  • Coping with Work Stress
 

Who Should Attend

This course is recommended for:

  • Travel agents
  • Airline reservation or ticket agents
  • Tour operators
  • Call center agents
 

CERTIFICATE AWARDED

An IATA Certificate is awarded to participants successfully passing the final exam.

 

ADDITIONAL INFORMATION

Further training

  • Graduates of this course can apply for the Harvard ManageMentor (HMM) distance learning program at a special graduate price.

     
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