"Creating winning relationships" - A program on building customer centricity and sales force effectiveness
Duration : 3 Days
"Creating winning relationships" - A program on building customer centricity and sales force effectiveness
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GAA
Course Overview
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Program Overview
Creating winning and lasting relationships with customers by delivering ‘wow’ experience and supporting airports aspirations of service excellence
Learning Objectives
After completion of this programme, the participant will be able to:
- Develop deep empathy and understanding of customer expectations
- Effectively deploy sales techniques learnt to convert footfalls to shoppers
- Provide effective resolution of customer complaints
- Support airport’s service quality aspirations through delivery excellence
Course Topics
- Effective management of airport shopper’s expectations
- Leveraging opportunities to make customer experience seamless
- Effective interaction, engagement and sales closure mechanism
- Handling challenges of diversity in multi-cultural audience
- Handing customer complaints
- Managing sales team morale and aspirations
- Collaboration with key stakeholders to drive the customer experience
Target Audience
Retail operations and sales staff of retail and duty free business, airport account managers
Pre-course preparation
Pre read on material relevant to travel retail sales and customer service
Pre-requisites
Prior experience as retail operations / sales staff / brand ambassador or team leader / department manager and /or experience of account management
Delivery
- Classroom
Examination Passing criteria
A minimum written test score of 80%.
Certificate Awarded
A certificate is awarded upon successful completion of the course and passing the final examination.
Upcoming Schedule
- Zero Flight total time (ZFTT)
- Workshop on Global Reporting Format (GRF) for Runway Surface Conditions
- Working with ICAO Annex 14
- Understanding ICAO Annex 4 - Aeronuatical Charts
- Understanding ICAO Annex 14
- Transformational & Agile Organization
- The Art of Negotiation
- Team Resource Management (TRM)
- Successful TNA and Objective Performance Evaluations
- Standards of Training, Certification & Watchkeeping for Seafarers (STCW)
- Speed and Sense of Urgency, Vital Signs of Effectiveness
- Ship Security Officer (SSO) (ISPS Course Part – 3)
- SEP Instructor Course
- Security Training for Seafarers with designated Security Duties (ISPS Course Part – 5)
- Security Awareness Training for All Seafarers (ISPS Course Part – 4)
- Search and Rescue Course (SAR) -Basic
- Safety Management System (SMS)
- Re-declaring airport runway distances
- Ramp Safety Awareness
- Radiotelephony for airport personnel
- Problem Solving and Conflict Resolution-Score Planning
- Port Facility Security Officer (PFSO) (ISPS Course Part – 1)
- Planning an effective Aerodrome Emergency Exercise
- Pilot Upgrade CRM training
- Pilot Initial CRM training
- Pilot Conversion CRM training
- NOTECHS training course
- Near Coastal Voyage (NCV)
- Multi-Crew Cooperation Course –(MCC)
- Maritime English (Level – 2)
- Maritime English (Level – 1)
- Managing Airport Service Quality (ASQ)
- Low Visibility Procedures (LVP) for Airport Operations
- Low visibility Operation (LVO)
- Leadership in Energy & Environmental Design & Operation of Airport Infrastructures (LEEDOAI) - ICAO Certification
- Jet Orientation Course (JOC)
- Jeppesen's Flight Dispatcher Course
- Jazeera Ab-initio Cadet Program
- Introduction to Aviation Emergency Response
- Introduction to Aviation Accident and Incident Investigation
- Initial TRI
- Initial SFI
- INDIAN DGCA A320 Type Rating Program
- ICAO National Civil Aviation Security Training Program workshop
- ICAO National Civil Aviation Security Quality Control Program workshop
- ICAO National Civil Aviation Security Program workshop
- ICAO National AVSEC Instructors
- ICAO National AVSEC Inspectors
- ICAO Crisis Management
- ICAO Cargo & Mail Security
- ICAO AVSEC Supervisors Course
- ICAO AVSEC Risk Management workshop
- ICAO AVSEC Certification Systems workshop
- ICAO AVSEC Basics
- ICAO Airport Security Program
- ICAO 219 On-the-Job Training Instructor (OJTI) Course
- ICAO 211 ATS Instructor (Classroom) Course
- ICAO 059 ATS Operational Supervisor Course
- ICAO 055/054 Area Control Procedural & Surveillance Combined Course
- ICAO 055 Area Control Procedural Course
- ICAO 054(056) Area Control Surveillance Course
- ICAO 054 Approach Control Surveillance Course
- ICAO 053/054 Approach Control Procedural & Surveillance Combined Course
- ICAO 053 Approach Control Procedural Course
- ICAO 052 Aerodrome Control Course
- ICAO 051 Air Traffic Control Basic Course
- IATA DGR - Category 06 - Recurrent
- IATA DGR - Category 06 - Initital
- IATA DANGEROUS GOODS REGULATIONS Category 9 - Passenger handling staff
- IATA DANGEROUS GOODS REGULATIONS Category 8 - Operator’s ground handling agents involved in handling, storage & loading of cargo or mail & baggage
- IATA DANGEROUS GOODS REGULATIONS Category 7 - Operator’s ground handling agents accepting cargo or mail (other than Dangerous Goods)
- IATA DANGEROUS GOODS REGULATIONS Category 6 - Operators and ground handling agents accepting Dangerous Goods
- IATA DANGEROUS GOODS REGULATIONS Category 5 - Freight Forwarders - Handling, loading, storage of cargo or mail
- IATA DANGEROUS GOODS REGULATIONS Category 4 - Freight forwarders - Processing cargo or mail (other than Dangerous Goods)
- IATA DANGEROUS GOODS REGULATIONS Category 3 - Freight forwarders Processing Dangerous Goods
- IATA DANGEROUS GOODS REGULATIONS Category 2 - Packers
- IATA DANGEROUS GOODS REGULATIONS Category 12 - Security screeners & staff involved in implementing security procedures
- IATA DANGEROUS GOODS REGULATIONS Category 11 - Cabin Crew
- IATA DANGEROUS GOODS REGULATIONS Category 10 - Flight Crew Members, Load masters, Load-planners, Flight Operations Officers & Flight Dispatchers.
- IATA DANGEROUS GOODS REGULATIONS Category 1 - Shippers
- Human Factors for Aircraft Maintenance Course
- High performing and lean management
- HAZMAT First Responsder (Operations Level)
- Hazardous Material (HAZMAT)
- Fuel Tank Safety Training (FTS)
- Fire Officers Course - Level 2 (Senior)
- Fire Officers Course - Level 1 (Junior)
- Extended Twin Engine Operations (ETOPS)
- ETOPS Maintenance – Airbus A330
- ETOPS Maintenance – Airbus A320 Family
- ETOPS Maintenance - Basic
- Essential Telephone Communication Skills
- Emotional Intelligence
- EMB 170/190 Renewal Training
- EMB 170/190 Recurrent Training & Checking (OPC/LPC) as EASA
- EMB 170/190 Recurrent Training & Checking (OPC/LPC) as BCAA
- EMB 170/190 Differences Training
- Electrical Wiring Interconnection System (EWIS)
- Effective Marketing and Analytics practice in Duty Free Business
- Effective Communication Skills
- EASA Engine Course – Rolls-Royce RB211 Trent 700 (A330) B2
- EASA Engine Course – Pratt & Whitney PW4168 (A330) B2
- EASA Engine Course – GE CF6-80E1 (A330) B2
- EASA EMB 170/190 full type rating
- EASA Airbus A330 (Rolls-Royce RB211 Trent 700) B1.1 & B2
- EASA Airbus A330 (Rolls-Royce RB211 Trent 700) B1.1
- EASA Airbus A330 (Pratt & Whitney PW4168) B1.1& B2
- EASA Airbus A330 (Pratt & Whitney PW4168) B1
- EASA Airbus A330 (GE CF6-80E1) B1.1 & B2
- EASA Airbus A330 (GE CF6-80E1) B1.1
- EASA Airbus A319/320/321(IAE V2500) B2
- EASA Airbus A319/320/321(IAE V2500) B1.1 & B2
- EASA Airbus A318/A319/320/321(IAE V2500) B1.1
- EASA Airbus A318/A319/320/321(CFM56) B1.1 & B2
- EASA Airbus A318/A319/320/321(CFM56) B1.1
- EASA Airbus A318/A319/320/321(CFM 56-5B) B2
- EASA A320 full type rating
- Discipline Without Punishment
- Customer Service for Airport Terminal Operations
- Customer Experience Oriented Sales & Support Services- Improving Decision Making - Negotiation Skills
- Crowd Management Course
- Cross crew qualification (CCQ) A340 to A330 course
- Cross crew qualification (CCQ) A330/A340 to A320 course
- Cross crew qualification (CCQ) A320 to A330 course
- Corporate Values and Ethics for Improved Performance
- Company Security Officer (CSO) (ISPS Course Part – 2)
- Buying Strategy for Category Growth and Profitability Effectiveness
- Buying Strategy for category growth and profitability
- Building Evacuation & First Responders Training
- Breathing Apparatus & Confined Space Entry Procedures
- Boat Captain
- BCAA EMB 170/190 full type rating
- BCAA A330 full type rating
- BCAA A320 full type rating
- Basics of CPR & First Aid
- Awareness on Global Reporting Format (GRF) for Runway Surface Conditions
- AVSEC Screening Certification
- All Weather Operations (AWO)
- Airport Security Awareness
- Airport Hospitality Refresher Program
- Airport Hospitality Leadership Program
- Airport Hospitality & Self Presentation – Freshers/New-Joiners
- Airbus 330-200/300 Differences Training
- Airbus 330 Renewal Training
- Airbus 330 Recurrent Training & Checking (OPC/LPC) as EASA
- Airbus 330 Recurrent Training & Checking (OPC/LPC) as BCAA
- Airbus 320 Renewal Training
- Airbus 320 Recurrent Training & Checking (OPC/LPC) as EASA
- Airbus 320 Recurrent Training & Checking (OPC/LPC) as BCAA
- Achieving Alignment and Synergy- Solution Oriented Cooperation- Silo Busting and Breaking Down Barriers
- Ab-initio Pilot Training
- A319/320/321Differences Training
- “Good to Great” or “Creating Winning Relationships”– A Program on Building Customer Centricity and Sales Force
- "Creating winning relationships" - A program on building customer centricity and sales force effectiveness
- "Creating winning relationships" - A program on building customer centricity and sales force effectiveness