Customer Awareness in Air Transport
| Dates | Ref | Course fee |
|---|---|---|
| 3 to 5 November 2010 | ATAT400028 | €1 785 |
Underlines the importance of having a sound customer service mentality throughout the entire life of an aircraft: from the design, production and sales to delivery and after-sales services. It demonstrates the significance of implementing a customer culture within an organisation in order to understand how various roles within the structure can impact customer satisfaction.
Topics covered
- Airframe manufacturer's perspective
- Customer involvement in aircraft definition:
- Key areas of airline involvement and the level of influence
- Complexity of relations - Airline's view before and after aircraft delivery
- Selling commercial aircraft: the sales process and commercial organisation:
- Negotiation
- Cultural awareness
- Aircraft evaluation and making the decision - Customer awareness in terms of the supply-chain
- Customer service mentality
- Putting customer expectations into practice
Who should attend
Personnel working for aircraft, engine manufacturers and their suppliers who have contact with airlines and work in marketing (but not direct sales), production, design office, quality control, after-sales service and administrative departments.
Presenters
Presenters to be confirmed.