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Center for Curriculum and Transfer Articulation
Reservations and Sales Customer Service
Course: AIR107

First Term: 2006 Summer I
 Lec + Lab   3 Credit(s)   4 Period(s)   3.7 Load  
Subject Type: Occupational
Load Formula: S


Description: Customer service and communication skills for airline booking agents. Includes selling, listening, and appropriate language usage. Covers emergency communication procedures and retention skills



MCCCD Official Course Competencies
1. Match current airline products to customer needs by asking questions. (I)
2. Use product selling skills to overcome customer objections. (I)
3. Describe appropriate language and phrases to ensure professionalism. (I)
4. Apply skills to build rapport and trust from customers. (I)
5. Examine emergency communication procedures in the event of an air disaster. (I)
6. Interpret different personality types and their communication styles. (I)
7. Explain relationship between high level of customer service and customer loyalty. (II)
8. Review benefits for customers to join a frequent flyer club. (II)
9. Practice customer retention skills. (II)
10. Determine goals to maintain high level of work performance. (II)
11. Arrange reservations for airline employees. (III)
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 Techniques
   A. Listening
   B. Questioning
   C. Sales
   D. Appropriate Language
   E. Professionalism
   F. Emergency Communication
      1. Guidelines
      2. Sensitivity to Family Members
   G. Personality Types
II. Customer Service Skills
   A. Customer Loyalty
   B. Frequent Flyer Club
      1. Benefits
      2. Procedures
   C. Retention
   D. Performance Measurement
III. Employee Reservations
 
MCCCD Governing Board Approval Date:  4/25/2006

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.