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

First Term: 2007 Spring
 Lec + Lab   3 Credit(s)   4 Period(s)   3.7 Load  
Subject Type: Occupational
Load Formula: S


Description: Advanced airline customer relations. Communication skills for effective customer service, as well as, techniques to assist in call processing, customer check list, and travel vouchers covered. Airline automated phone and computer system included



MCCCD Official Course Competencies
1. List and explain parts of a phone console. (I)
2. Use an automated phone system. (I)
3. Communicate effectively in a friendly and confident manner. (II)
4. Describe the standards for in call and wrap up processes. (III)
5. Practice receiving phone calls. (III)
6. Identify the components of the customer check list. (IV)
7. Utilize check list to determine what action was taken to resolve customer situations. (IV)
8. Differentiate between transportation and travel vouchers. (V)
9. Identify issues requiring a transferable voucher. (V)
10. Use contract entry screens for creating vouchers. (V)
11. Review various processing screens within the computer system. (VI)
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. Console Overview
   A. Menu Controls
   B. Soft Keys
   C. Liquid Crystal Display (LCD)
II. Communication
   A. Positive Impression
   B. Confidence
   C. Responsiveness
   D. Professionalism
   E. Aspects
      1. Positive
      2. Negative
   F. Attitudes
   G. Actions
   H. Verbiage
III. Call Processes
   A. Standardization
      1. Objectives
      2. Uses
   B. Process Maps
      1. In Call
      2. Wrap Up
IV. Check List
   A. Components
   B. Follow-Up
   C. Resolution
V. Vouchers
   A. Transportation
   B. Travel
   C. Transferable
   D. Creation
VI. Processing
   A. Caregram
   B. Duplicate File
   C. Returned Mail
 
MCCCD Governing Board Approval Date:  11/28/2006

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.