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

First Term: 2014 Spring
 Lec + Lab   3 Credit(s)   4 Period(s)   3.7 Load  
Subject Type: Occupational
Load Formula:


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



MCCCD Official Course Competencies
1. Explain steps for assisting customers with service requests. (I, II)
2. Identify procedures for tracking customer requests. (I, II)
3. Communicate effectively in a friendly and confident manner. (I)
4. Describe the standards for in call and wrap up processes. (II)
5. Practice procedures for responding to emails and letters. (I)
6. Identify the components of the case check list. (III)
7. Utilize check list to determine the actions taken to resolve customer situations. (III)
8. Differentiate between transportation and travel vouchers. (IV)
9. Identify issues requiring a transferable voucher. (IV)
10. Use Customer Relationship Manager (CRM) for creating all case components. (IV)
11. Review various processing screens within the computer system. (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
A. Positive Impression
B. Confidence
C. Responsiveness
D. Professionalism
E. Aspects
1. Positive
2. Negative
F. Attitudes
G. Actions
H. Verbiage
I. Tracking
II. Call Processes
A. Standardization
1. Objectives
2. Uses
B. Process Maps
1. Email
2. Wrap Up
C. Tracking
III. Check List
A. Components
B. Follow-Up
C. Resolution
IV. Vouchers
A. Transportation
B. Travel
C. Transferable
D. Creation
V. Processing
A. Duplicate File
B. Returned Mail
 
MCCCD Governing Board Approval Date: March 25, 2014

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.