Customer Care Skills – Client Facing Teams


The airline wanted the relationships it was building with its customers to be as effective as possible, and to ensure that it was providing a high level of service throughout the whole customer contact process. Strong customer service has also been found to be important for compliance with current regulations.


A wide-ranging programme was to be put in place, to deliver training to over 300 staff based at London Heathrow. The teams were to complete the programme with a greater understanding of customer needs, as well as higher awareness of their own strengths and areas for improvement. The areas to be covered included;

  • Understanding behaviour

  • Controlling conversations

  • Rapport building

  • Dealing with difficult customers

On completion, the delegates would be able to adapt their behaviour to ensure that they are in control of the conversations with their customers, and that customers complete the interaction feeling positive about their contact with the airline, whatever the nature of their enquiry.


The classroom-based sessions focused on customer service skills, providing a practical learning experience including coaching sessions, discussions, role-plays and exercises. By providing strong telephone skills for people who deal with clients, the course helped to ensure that a professional and confident manner will be displayed, even under pressure.

Airline IndustryRoss Taylor