Drive outstanding customer service with the winning combination of knowledge, skills, and attitude. Frontline airline customer service professionals, such as ticket reservation staff, check-in and gate agents, and cabin crew, work in one of the most dynamic industries. In this course, we will examine how the Internet, social media, and new technologies are changing airline customer service. We will discuss several examples of how airlines are keeping up with these changes to meet customer needs and stay competitive, list and describe techniques of effective communication and customer contact, summarize and set out the characteristics of the various social styles and cultural differences of airline customers, describe new trends in customer service.

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