Customer Service in Crisis

Learn how to maintain trust, manage uncertainty, and deliver exceptional customer care during times of crisis.

Language: English
Category: Customer Experience, Airlines, Airports
Duration: 40m
Customer Service in Crisis
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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:


  1. Present their company's brand and products positively
  2. Persuade customers of their product’s value
  3. Maintain a long-term, positive relationship with customers
  4. Manage complaints effectively and professionally

Who should attend

  1. Customer Service Managers/ Leads
  2. Reservation & Ticketing Specialists
  3. Check-in, Traffic, Operations, Baggage Service and Information Desk Staff
  4. Flight Attendants
  5. Sales Representatives
  6. CRM Managers
Trailer
Course overview
1. Course Introduction
2. How Can Customer Service Help Pre-travel?
3. The Pre-flight Checklist
4. Keeping in Touch with the Customer
5. Course Conclusions
6. Final exam

Meet your instructor

Jörg Troester

Jörg Troester

Head of Corporate Strategy

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. 

Read moreabout Jörg Troester
Develop customer-focused CRM strategies to ensure your airline has a competitive advantage regarding cost and revenue.

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