Serving the Travel Customer

Professional customer service training designed specifically for the global travel and tourism industry.

Serving the Travel Customer

This essential training program focuses on mastering customer service strategies specifically for the travel industry, where satisfaction directly influences purchase and repurchase decisions.

Learn how to create remarkable frontline customer experiences that retain existing business and attract new clients. The course covers communication skills, loyalty-building techniques, technology integration, and stress management for travel professionals.

  • ✓ Practical, immediately applicable customer service techniques
  • ✓ Specialized focus on travel industry scenarios and challenges
  • ✓ Direct impact on customer satisfaction and business retention

Quick Course Snapshot

🕒 Duration
20 Hours / 1 week
🎓 Award
IATA Award of Completion
📡 Delivery
Online/Offline
📝 Assessment
Online Exam

Key Learning Outcomes

  • Explain the critical importance of customer service in travel industry success
  • Define customer service as an integral element of the travel professional's role
  • Apply effective do’s and don’ts across different communication channels
  • Implement strategies for building and maintaining customer loyalty
  • Execute proven steps for handling upset or difficult customers
  • Identify workplace stress factors and apply coping strategies

Course Content

Customer Service Fundamentals in the Travel Industry
Effective Communication Techniques with Customers
Leveraging Technology for Enhanced Customer Service
Strategies for Winning and Keeping Customer Loyalty
Professional Methods for Handling Difficult Customers
Stress Management and Coping Strategies for Travel Professionals

Eligibility Criteria

  • Travel agents and consultants
  • Airline reservation and ticket agents
  • Tour operators and ground staff
  • Call center agents in travel companies
  • Frontline customer service personnel in tourism
  • New entrants seeking customer service specialization

Certification Details

  • Award Granted: IATA Award of Completion
  • Assessment Method: Online exam
  • Exam Format: 60 multiple-choice questions
  • Time Allowance: 2 hours
  • Passing Grade: 70%
  • Attempts Allowed: 2

Key Advantages

  • Practical, immediately applicable customer service techniques
  • Specialized focus on travel industry scenarios and challenges
  • Enhanced ability to convert customer interactions into loyal relationships
  • Improved skills for handling difficult situations professionally
  • Stress management strategies tailored for travel industry pressures
  • Self-paced flexible learning format
  • Direct impact on customer satisfaction and business retention

Career Opportunities & Benefits

  • Enhanced performance in current frontline travel roles
  • Increased customer satisfaction ratings and commission potential
  • Qualification for customer service specialist positions
  • Improved skills for supervisory advancement
  • Better preparation for customer-facing management roles
  • Competitive edge in agency or airline customer service departments
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