Aviation Customer Service Essentials — Certification Brochure

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London Academy of Professional Training
Certificate
Aviation Customer Service Essentials
Workshop Level
REF: AV-PSE-W  •  Aviation Centres  •  Passenger Services & Experience
6Subjects 18Chapters 72Classes 445Total Marks 60%Pass Mark LifetimeValidity
At a Glance
ReferenceAV-PSE-W
AwardCertificate
Assessment445 marks — 267 to pass (60%)
PrerequisitesNone
ValidityLifetime
Awarding BodyLAPT — London Academy of Professional Training
Curriculum
1 Communication Skills for Aviation Professionals 3 chapters · 12 classes  65 marks
• 1 Fundamentals of Effective Communication in Aviation — 4 classes
› 1.1 Understanding Communication Principles in Aviation
› 1.2 Identifying Barriers to Effective Communication
› 1.3 Practicing Active Listening in Aviation Settings
› 1.4 Applying Clear and Concise Communication Techniques
• 2 Interpersonal Communication Strategies with Passengers — 4 classes
› 2.1 Understanding Passenger Needs: Building Effective Communication Foundations
› 2.2 Practicing Active Listening: Enhancing Passenger Interaction
› 2.3 Responding to Passenger Concerns: Developing Empathy and Patience
› 2.4 Managing Difficult Situations: Applying Conflict Resolution Techniques
• 3 Advanced Communication Techniques for Conflict Resolution — 4 classes
› 3.1 Mastering Active Listening Techniques
› 3.2 Applying Empathy in Conflict Situations
› 3.3 Utilizing Assertive Communication Strategies
› 3.4 Practicing De-escalation Methods for Dispute Resolution
2 Cultural Awareness in Aviation 3 chapters · 12 classes  45 marks
• 1 Understanding Cultural Diversity in Aviation — 4 classes
› 1.1 Exploring Cultural Diversity in Aviation
› 1.2 Identifying Cultural Norms and Etiquette
› 1.3 Communicating Effectively Across Cultures
› 1.4 Applying Cultural Awareness to Customer Service Scenarios
• 2 Effective Communication Strategies Across Cultures — 4 classes
› 2.1 Understanding Cultural Differences: Key Aspects in Communication
› 2.2 Decoding Non-Verbal Cues: Interpreting Body Language Across Cultures
› 2.3 Adapting Communication Styles: Strategies for Effective Interaction
› 2.4 Applying Cross-Cultural Communication: Real-World Scenarios & Solutions
• 3 Managing Cultural Sensitivities in Passenger Services — 4 classes
› 3.1 Understanding Cultural Differences Among Passengers
› 3.2 Recognizing and Respecting Passenger Customs and Traditions
› 3.3 Adapting Communication Styles to Diverse Cultural Norms
› 3.4 Implementing Strategies for Resolving Cultural Conflicts
3 Introduction to Aviation Customer Service 3 chapters · 12 classes  90 marks
• 1 Understanding the Aviation Customer Service Landscape — 4 classes
› 1.1 Exploring the Basics of Aviation Customer Service
› 1.2 Identifying Key Roles in the Aviation Customer Service Environment
› 1.3 Analyzing Common Challenges in Aviation Customer Service
› 1.4 Implementing Best Practices for Enhancing Customer Satisfaction
• 2 Key Interpersonal Skills for Exceptional Passenger Service — 4 classes
› 2.1 Understanding Passenger Needs: Identifying Key Interpersonal Skills
› 2.2 Enhancing Communication: Techniques for Effective Interaction
› 2.3 Building Rapport: Strategies for Trust and Connection
› 2.4 Resolving Conflicts: Approaches to Maintain Calm and Professionalism
• 3 Handling Complex Customer Service Scenarios in Aviation — 4 classes
› 3.1 Identify Challenging Scenarios in Aviation Customer Service
› 3.2 Analyze Effective Communication Strategies for Aviation
› 3.3 Implement Conflict Resolution Techniques in Customer Interactions
› 3.4 Develop Adaptive Problem-Solving Skills for Aviation
4 Passenger Feedback Analysis 3 chapters · 12 classes  90 marks
• 1 Understanding Passenger Feedback Channels and Metrics — 4 classes
› 1.1 Exploring Passenger Feedback Channels
› 1.2 Analyzing Key Metrics in Passenger Feedback
› 1.3 Comparing Effectiveness of Different Feedback Channels
› 1.4 Applying Feedback Metrics to Enhance Customer Service
• 2 Analyzing Passenger Feedback Data for Service Improvement — 4 classes
› 2.1 Understanding Passenger Feedback: Key Concepts and Terminology
› 2.2 Identifying Patterns in Passenger Feedback for Insightful Analysis
› 2.3 Utilizing Data Tools to Categorize Passenger Feedback
› 2.4 Implementing Feedback Insights to Enhance Customer Service
• 3 Implementing Changes Based on Passenger Feedback — 4 classes
› 3.1 Understanding the Impact of Passenger Feedback on Service Improvement
› 3.2 Identifying Key Areas for Change from Feedback Data
› 3.3 Designing Actionable Strategies to Address Passenger Concerns
› 3.4 Evaluating the Effectiveness of Implemented Changes
5 Passenger Handling and Support 3 chapters · 12 classes  65 marks
• 1 Understanding Passenger Profiles and Needs — 4 classes
› 1.1 Identifying Passenger Types and Characteristics
› 1.2 Analyzing Passenger Needs and Expectations
› 1.3 Adapting Communication Styles for Diverse Passengers
› 1.4 Implementing Personalized Passenger Support Strategies
• 2 Effective Communication and Problem Resolution Techniques — 4 classes
› 2.1 Understanding Effective Communication in Aviation Contexts
› 2.2 Mastering Active Listening Techniques for Passenger Support
› 2.3 Utilizing Empathetic Communication for Problem Resolution
› 2.4 Applying Conflict Resolution Strategies in Aviation Scenarios
• 3 Advanced Passenger Support: Special Assistance and Emergency Protocols — 4 classes
› 3.1 Understand Special Assistance Needs and Categories
› 3.2 Implement Personalised Support for Passengers with Reduced Mobility
› 3.3 Execute Protocols for Assisting Passengers with Hidden Disabilities
› 3.4 Respond to In-Flight Emergencies: Procedures and Best Practices
6 Service Recovery Techniques 3 chapters · 12 classes  90 marks
• 1 Understanding Service Failures and Their Impact — 4 classes
› 1.1 Identifying Common Service Failures in Aviation
› 1.2 Analyzing the Impact of Service Failures on Customer Satisfaction
› 1.3 Exploring the Emotional and Financial Costs of Service Failures
› 1.4 Developing a Proactive Approach to Service Recovery
• 2 Effective Communication Techniques for Service Recovery — 4 classes
› 2.1 Understand the Role of Communication in Service Recovery
› 2.2 Identify Key Verbal Techniques for Effective Resolution
› 2.3 Explore Non-Verbal Cues in Customer Interactions
› 2.4 Apply Active Listening Skills to Improve Customer Outcomes
• 3 Implementing Best Practices in Service Recovery Solutions — 4 classes
› 3.1 Understanding the Fundamentals of Service Recovery
› 3.2 Identifying Common Service Failures and Solutions
› 3.3 Applying Effective Communication Strategies in Service Recovery
› 3.4 Implementing Continuous Improvement in Service Recovery Practices
LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom
info@lapt.org  •  +44 7513 283044  •  lapt.org		 UKPRN 10067351  •  Company 4984798
Curriculum current at the date of issue.