Managing Service Quality at Airports

Course Overview

This 3-day course offers a strategic overview of service quality management at airports, equipping participants with the knowledge, skills, and tools needed to measure, improve, and sustain high-quality service delivery. Designed for airport managers and customer service professionals, it combines industry best practices, case studies, and interactive exercises to strengthen decision-making and enhance passenger satisfaction. Participants will also gain insights into the ACI Airport Service Quality (ASQ) program and learn how to integrate its tools into an effective service improvement strategy.

Why Choose This Course?

This course provides a comprehensive approach to managing service quality at airports, helping you define service standards, measure performance, and implement improvement strategies. By combining industry best practices with practical applications, it equips you with actionable tools to enhance passenger satisfaction, set clear KPIs, and drive continuous service improvements.

Who Should Attend?

• Airport General Managers/Executive Directors
• Customer Service and Operations Directors, Managers, Officers, and Staff
• Marketing and Commercial Managers and Staff
• Public Affairs and Communications Directors, Managers, and Staff
• World Business Partners

Learning Objectives

By the end of this course, you’ll be able to:

• Define service standards and customer satisfaction.
• Measure service delivery and establish Key Performance Indicators (KPIs).
• Use qualitative and quantitative data to develop continuous improvement programs.
• Conduct benchmarking and gap analysis to assess and improve service levels.
• Report service quality results and identify actionable improvements.

Course Highlights

• Defining Service Standards and Customer Satisfaction – Establish clear expectations and align service delivery with customer needs.
• Measuring Service Quality and Setting KPIs – Monitor performance and set measurable targets for improvement.
• Customer Feedback and Data Analysis – Use qualitative and quantitative insights to drive service improvements.
• Benchmarking and Gap Analysis – Identify service gaps and develop strategies to close them.
• Implementing a Service Improvement Strategy – Apply best practices to create a structured and effective improvement plan.

Each module includes interactive discussions, hands-on exercises, and knowledge assessments to reinforce learning.

Benefits for Students

• Professional Growth: Build expertise in service quality management and customer satisfaction.
• Career Advancement: Position yourself as a leader in service quality and operational excellence.
• Networking Opportunities: Connect with industry experts and fellow professionals.
• ACI Certification: Receive an internationally recognized certificate upon completion.

Practical Takeaways for Your Airport

• Define and implement service quality standards.
• Set measurable KPIs to track and improve performance.
• Use customer feedback to identify and close service gaps.
• Develop a structured improvement plan using industry best practices.

 

Have questions about the course?