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Center for Curriculum and Transfer Articulation
Airline Customer Relations II
Course: AIR128

First Term: 2018 Fall
 Lec + Lab   3.0 Credit(s)   4.0 Period(s)   4.0 Load  
Subject Type: Occupational
Load Formula: T


Description: Advanced airline customer relations. Communication skills for effective customer service, as well as, techniques to assist with customer checklist, travel vouchers, and service requests. Airline ticketing systems and flight operations included.



MCCCD Official Course Competencies
1. Summarize the communication process for resolving customer issues. (I)
2. Identify components of letter writing to address and resolve customer issues. (I)
3. Practice procedures for responding to emails and letters. (I)
4. Explain steps for assisting customers with service requests. (I, II)
5. Explain the procedures for tracking customer requests. (I, II)
6. Identify various research tools. (II)
7. Utilize tools to research, resolve and respond to customer service requests. (II)
8. Identify the components of the case flow chart. (III)
9. Utilize flow chart to determine the actions taken to resolve customer situations. (III)
10. Explain goodwill compensation and how it relates to the customer resolution process. (III, IV)
11. Differentiate between types of good will compensation. (IV)
12. Identify issues requiring a paper voucher versus an electronic voucher. (IV)
13. Review various processing screens and actions taken under each tab within the TID (tracking identification). (V)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.
 
MCCCD Official Course Outline
I. Communication and Customer Issues
   A. Process
   B. Professionalism
      1. Positive Attitude
      2. Positive Impression
      3. Confidence
      4. Responsiveness
   C. E-Mails/Letters
      1. Method
      2. Components
II. Ticketing Systems
   A. Overview
   B. Service Requests
   C. Research
   D. Track
   E. Tools
III. Check List
   A. Components
   B. Flow Chart
   C. Follow-Up
   D. Resolution
IV. Compensation
   A. Denied Boarding vs. Goodwill Compensation
   B. Goodwill Compensation
      1. Bonus Miles
      2. Electronic Voucher
      3. Paper Voucher
V. Processing
   A. Tracking Identification
   B. Duplicate File
   C. Returned Mail

 
MCCCD Governing Board Approval Date: December 8, 2015

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.