Diploma in Customer Service at Airport& Retail Management

CERTIFICATION:- Each candidate will be provided with the participation and successful program completion certificate from our reputed organization highlighting his/her strong personal skills.

Diploma in Customer Service at Airport& Retail Management: (180days- 130 hours)

On completion of this course you will be able to

Personality development : Personality is the sum total of ways in which an individual reacts and interacts with others. Or Personality is generally defined as the deeply ingrained and relatively enduring patterns of thought, feeling and behavior. In fact, when one refers to personality, it generally implies to all what is unique about an individual, the characteristics that makes one stand out in a crowd. Personalities is the sum total of individual’s Psychological traits, characteristics, motives, habits, attitudes, beliefs and outlooks.

During the course, you will also receive focused guidance on personal management, grooming, health & nutrition, and soft skills

Understand the principles of customer service excellence

Introduce a customer service program leading to the creation of a quality service culture throughout the organization

Focus on customer satisfaction

Industry History

Various Agencies at Airport

Basic Terminology

Listening and responding skills.

Reservation & Check-In Counter

Security Hold Area

Boarding Gate

Baggage Make up Area


Departure Procedures

Arrival Procedures

Passport & Visa

Property Irregularity Report

Customer service skills and principles

Special customer handling

Airport Code(National & International), Two Letter IATA Code of Airlines, Three Letter City Code

Airport Cargo

Airport Retail Out Let

Respond professionally to customer requests and complaints.

Maintain composure when dealing with difficult passengers, converting crisis situations into opportunities.

Comply with passenger and baggage handling standards.

Carry on and checked baggage, allowances and charges.

Dangerous items and general emergency procedures.

Resume Making

Interview Skill

Soft Skills

Group discussion:  A GD is a methodology used by an organization to gauge whether the candidate has certain personality traits and/or skills that it desires in its members. In this methodology, the group of candidates is given a topic or a situation, given a few minutes to think about the same, and then asked to discuss it among themselves for 15-20 minutes. Some of the personality traits the GD is trying to gauge may include:-

  • Ability to work in a team
  • Communication skills
  • Reasoning ability
  • Leadership skills
  • Initiative
  • Assertiveness
  • Flexibility
  • Creativity
  • Ability to think on ones feet

Airlift Training Institute LLP

Students can peruse any courses of their choice as per their suitability and career interests.

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