Professional Certificate Course
Delivery: Classroom
Duration: 5 days

The objective of this course is to provide participants with a practical guide to developing and implementing airport-wide customer service programs that focus on the needs and expectations of the customer as well as the buy-in of airport stakeholders and the airport staff.

Based on the principles and strategic approach that is taught in the AMPAP elective course "Developing a Customer Service Culture at Airports: Measuring and Benchmarking the Results", participants will learn how to design customer service programs that are linked to the airports' mission/vision, master plan and airport brand in a manner that aligns the airport operator and the entire airport community, including airport stakeholders, business partners and employees.

Learning Objectives

Upon completing this course, participants will be able to:

  • Provide step-by-step guidance to design, implement, monitor and communicate customer service programs that enhance customer experiences airport-wide and build customer loyalty;
  • Understanding airport customers, assuring stakeholder buy-in, and encouraging employee engagement at any level;
  • Attract new customers and increase passenger traffic;
  • Develop techniques to motivate airport staff;
  • Provide practical information on how to implement customer satisfaction research, define a customer service brand and implement a comprehensive customer service improvement program at any level.

Target Audience

  • 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

  • Designing, implementing, monitoring and communicating airport customer service program - a practical step-by-step best practice approach
  • Understanding the importance and utilization of airport service brands and customer service standards
  • Setting customer satisfaction goals and monitoring performance
  • Assuring internal alignment and external stakeholder buy-in
  • Utilizing reward and recognition tools to engage, energize and motivate airport employees
  • Marketing the program and communicating the results

Upcoming sessions

Dates Location Member / WBP Price Non-Member Price Register
TBD TBD US$1,575 US$2,280 TBD