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.
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Lift your aviation career off the ground
- Check your knowledge with quizzes
- Study on different devices
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- Classes
- Obtain Aeroclass Certificate