Level

Initial training

Target audience / relevant staff

Airline or ground handling company's staff in charge of Customers Welcome.

Objectives

• Understand the issues of the customer relationship to develop a quality image of the company.
• Master the fundamentals of a quality customer relationship.

Contents

Theoretical

• Function of Welcome agent and work environment.
• Knowledge on how to properly appear: General Attitude and image of the company / Wearing uniform.
• Know typology of customers: Cultural aspects / How to overcome Prejudices and Stereotypes.
• First contact with a customer: notions of visibility and availability, attitudes for a successful welcome.
• Adapting its behavior to the welcome challenges : dimensions of communication and impact on messages / diagram of communication / good distance to your interlocutor.
• Adopt an appropriate language for welcome: vocabulary to use / Leave a good image / Making announcement.
• Anticipate customer’s request: observation of non-verbal signs indicating a need for help / spontaneous proposal for assistance.
• Understand quickly the demand: tools of active listening / questioning of the client / personalization of care / Answering a request for information / time control during the request processing / know how to conclude.