Customer Service in Crisis
Learn how to maintain trust, manage uncertainty, and deliver exceptional customer care during times of crisis.
@ Aeroclass
Course description
During times of crisis, passengers become more sensitive, anxious, and reliant on clear communication and empathy. Ensuring they feel safe and supported is essential to maintaining trust and protecting your brand reputation.
This course provides practical guidance on how to engage with customers effectively across different touchpoints - from communication to complaint management - while reinforcing brand loyalty and confidence in travel.
Participants will explore strategies to handle challenging interactions, present their company positively, and maintain long-term customer relationships, even in periods of uncertainty.
Learning outcomes
At the end of this course, participants will be able to:
- Present their company's brand and products positively
- Persuade customers of their product’s value
- Maintain a long-term, positive relationship with customers
- Manage complaints effectively and professionally
Who should attend
- Customer Service Managers/ Leads
- Reservation & Ticketing Specialists
- Check-in, Traffic, Operations, Baggage Service and Information Desk Staff
- Flight Attendants
- Sales Representatives
- CRM Managers
Meet your instructor
Jörg Troester
Jörg Troester has more than 25 years of experience in the aviation industry. As Head of Corporate Strategy Jörg is responsible for Hahn Air’s strategic development and represent the company at various industry associations as well as towards governmental organizations. Jörg also works as a guest lecturer at different universities and international organizations.
Before joining Hahn Air Lines, he worked for over ten years with LTU International Airways in various positions in project management and product development in the areas of distribution, sales & marketing and IT.
Jörg holds a Master’s Degree in linguistics and media science, an MBA in tourism and hospitality and LL.M. in Commercial law.
Develop customer-focused CRM strategies to ensure your airline has a competitive advantage regarding cost and revenue.
Related courses
Aeroclass offers online courses from leading industry professionals. Learn anytime, anywhere, and master practical skills to advance your career.
Safety Investigation Report Writing
- Video Course
Writing a safety investigation report is a key element of the investigation process. No matter how much time, effort or funding has gone into an investigation a poorly written report will devalue the entire investigation process.
 resize.JPEG)
The Flightpath to a Greener Industry: Environmental Challenges & Initiatives in Aviation
- Video Course
Discover how aviation is tackling environmental challenges through innovation, sustainability, and new technology.
Digital Customer Relationship Management Strategies to Boost Direct Sales - Practice
- Online or On-site
Explore and optimize every stage of the customer journey to strengthen direct sales channels and generate additional revenue opportunities.
Lift your aviation career off the ground
- Check your knowledge with quizzes
- Study on different devices
- Aviation management courses
- Certified courses
- Classes
- Obtain Aeroclass Certificate