ACES Professional Designation
Delivery: Online
Duration: 14 Hours

image1

Overview

The Airport Customer Experience Specialist course is an introductory level course that provides students with foundational knowledge on how to design, build and implement a customer experience strategy for your airport.

This designation is required in all levels of the ACI Customer Experience Accreditation programme.

Objectives

On completion of this course participants will be able to:

  • Understand the roles and responsibilities of a customer experience professionals involved in customer experience management;
  • Acquire the key competencies to contribute to a customer experience programme;
  • Understand the concepts behind the eight (8) domains of the airport customer experience model; and
  • Be prepared to accompany the airport towards customer experience accreditation.

Who should enroll?

  • Airport Customer Service and/or Operations Directors, Managers, Officers and Staff;
  • Airport Marketing and Commercial Managers and Staff;
  • Airport Public Affairs and Communications Directors, Managers and Staff;
  • Airport Security Managers, Supervisors and Staff;
  • Supervisory and Managerial Airport Staff who have external and/or internal customers.

Course Content

The Airport Customer Experience Specialist courses consist of the following seven modules.

Module 1: Introduction to Customer Experience Management
Module 2: In the Customer's Shoes
Module 3: Customer Research and Data Analysis
Module 4: Customer Experience Strategy
Module 5: Service Improvement and Design
Module 6: Customer Experience Indicators and Dashboard
Module 7: Customer Experience Culture

Upcoming sessions

Online Member / WBP Price Register
On-demand USD$745 Register