Course Overview:
The Customer Service Associate (CSA) Diploma is a comprehensive 2-month program designed to equip
you with the fundamental skills and knowledge required to excel as a CSA in the aviation
industry. Whether you're looking to start a career in customer service at airports or enhance
your skills, this course is perfect for you.
Course Content:
Introduction to Airport Operations:
- Understanding the Airport
Environment
- Key Departments and
Functions at the Airport
- Role of a Customer
Service Associate
Customer Handling Techniques:
- Greeting and Assisting
Passengers
- Managing Customer Queries
and Concerns
- Handling Difficult
Passengers and Situations
Communication Skills:
- Effective Verbal and
Non-Verbal Communication
- Active Listening and
Empathy
- Cross-Cultural
Communication
Airport Safety and Security Protocols:
- Overview of Safety
Regulations
- Security Screening
Procedures
- Emergency Response at
Airports
Ticketing and Check-in Procedures:
- Overview of Safety
Regulations
- Security Screening
Procedures
- Emergency Response at
Airports
Customer Service Tools and Technologies:
- Introduction to Airline
Reservation Systems
- Using Technology to
Enhance Customer Experience
- Handling Customer
Feedback and Reviews
Final Assessment
- Practical Case Studies
- Role-playing Scenarios
- Final Examination
