Customer Service

This premium customer service course is designed for airport employees who engage directly with passengers. The course aims to enhance their customer service knowledge and communication skills, encompassing both verbal and non-verbal aspects. Participants will learn essential skills to create a pleasant customer experience and contribute to the airport's mission of achieving a five-star status. 


Upon completion of the training the participants will be able to:

  • Demonstrate a deep understanding of the importance of premium customer service in an airport setting.
  • Recognize and respond effectively to the diverse needs and expectations of passengers.
  • Exhibit cultural awareness and the ability to adapt communication to accommodate cultural differences.
  • Motivate and lead a team of airport personnel towards the common goal of achieving a five-star airport rating.
  • Efficiently manage and respond to passenger feedback, including feedback from passengers with special needs.
  • Provide specialized assistance and services to passengers with reduced mobility, ensuring a seamless and accommodating experience.
  • Contribute to the maintenance of high service quality through ongoing monitoring and improvement efforts.
  • Apply learned skills in real-world scenarios through practical exercises and role-play.
  • Collaborate effectively with colleagues to enhance the overall passenger experience at the airport. 


  • Introduction to Premium Customer Service
  • Customer Needs and Expectations
  • Cultural Awareness in Customer Service
  • Motivating Team Members for Excellence
  • Managing Passenger Feedback
  • Specialized Assistance and Services
  • Quality Assurance and Continuous Improvement

Target group

This course is intended for airport personnel engaged in passenger interactions, including those working in terminals, providing passenger information, contributing to airport security, and assisting passengers with reduced mobility. 

At a glance

  • Form of learning: Classroom training
  • Location:
  • Language: English


10-11 October 2024

Duration: 2 days


1.490 € plus VAT / person

Price includes attendance, food and beverages.


  • Munich Airport

  • Street
  • Zip code / City  


Team International Training

AirportAcademy - Munich Airport
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