ACES: Airport Customer Experience Specialist

Overview

The Airport Customer Experience Specialist course is an introductory level course that provides students with foundational knowledge on how to design, build and implement a customer experience strategy for your airport.

Learners are able to enrol in this course directly from the ACI website.

This designation is required in level 2, 3, 4 and 5 of the ACI Customer Experience Accreditation programme.

This designation is required in level 2, 3, 4 and 5 of the ACI Customer Experience Accreditation programme.

Learning Outcomes

On completion of this course participants will be able to:

  • Understand the roles and responsibilities of a customer experience professionals involved in customer experience management;
  • Acquire the key competencies to contribute to a customer experience programme;
  • Understand the concepts behind the eight (8) domains of the airport customer experience model; and
  • Be prepared to accompany the airport towards customer experience accreditation.

Who should enrol?

  • Airport Customer Service and/or Operations Directors, Managers, Officers and Staff;
  • Airport Marketing and Commercial Managers and Staff;
  • Airport Public Affairs and Communications Directors, Managers and Staff;
  • Airport Security Managers, Supervisors and Staff;
  • Supervisory and Managerial Airport Staff who have external and/or internal customers.

Course Content

The Airport Customer Experience Specialist courses consist of the following seven modules.

Module 1 Introduction, Learning Objectives and Customer Experience Management
Module 2 Customer Research and Data Analysis
Module 3 The importance of Customer Experience
Module 4 Customer Experience Strategy
Module 5 Quality of Service Improvement and Service Design
Module 6 Key Indicators and Customer Experience Dashboard
Module 7 Employee Engagement, Customer Culture and Communication

Course info

  • Level: Certificate
  • Duration: 14 Hours
  • Language: English

$745.00 CAD

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