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Customer Service Excellence

Customer Service Excellence

This course is aimed at candidates who would like to improve their ability to deliver Exceptional Customer Service to every Customer. It is suitable for staff interacting at any level with Customers, either directly or on the telephone.

What are the Benefits of undertaking this highly interactive training course?

  1. Increase Employee Morale And Performance
  2. Improve Customer Service and Support Standards
  3. Increase Customer Sales & Satisfaction

Course Units:

  • Unit 1 - Building A Strong Service Culturen
  • Unit 2 - Mission Statements and Customer Service Charters
  • Unit 3- The Eight Principles of Customer Service
  • Unit 4 - Delivering Exceptional Customer Service
  • Unit 5 - Service Recovery
  • Unit 6 - Communication Skills
  • Unit 7 - Team Work

Duration:

60 hours approximately

Fees:

Available on request

Diploma in International Travel Industry Studies – QQI & CPD Certified

Do you fancy working in the Aviation/Travel Industry in one of the following roles?

Cabin Crew, Airport Passenger Services, Holiday Rep and Travel Agency Practice.

If you have answered "Yes", then this airport based practical training course is for you.

This two weeks practical certified training programme takes place in the terminal building of our modern Airport based Training Centre, therefore, like our students above, you will feel like you are working in the Industry. Upon successful completion of this programme, you will be eligible to apply for cabin crew, airport passenger services, overseas holiday rep, travel agent and airline reservation sales positions worldwide.

Practical Training

Using the following equipment, you will experience first hand what it is really like to work in the industry using airport facilities and equipment:

  • Cabin Mock-Up (Cabin Crew)
  • Airport check-In Desks and Boarding Gates (Airport Passenger Services)
  • Computerised Check-In and Gate Handling System (Airport Passenger Services)
  • Amadeus Global Distribution System (Airline Reservations, Airport Passenger Services, Airport Ticket Desk, Travel Agent)

Certification:

QQI and CPD Certified.

  1. Diploma in International Travel Industry Studies - CPD and industry supported
  2. QQI Cabin Crew Operations – Ref 5N5410- attracts 15 FET Credits
  3. QQI Airport Passenger Services Ref 6N4972 attracts 15 FET Credits (Optional Extra)
  4. QQI Customer Service Excellence Ref 5M5011 attracts 15 FET Credits (Optional Extra)

The course is aligned on the National Framework of Qualifications (NFQ), which is a framework through which all learning achievements may be measured and related to each other in a coherent way. As all NFQ qualifications are quality assured, learners can be confident that they will be recognised at home and abroad.

Certified and Experienced Trainers

Our highly experienced and certified Trainers have worked in the Industry at senior level for many years. Together they share a wealth of 130+ years of aviation/travel industry experience and are committed to helping our students reach their full potential. Your success is their number one goal!

Course Fees:

European Students: €1175.00 includes Training Manuals, Examination Fees and Certification Fees.

Non-European Students: Price available on Request

Duration:

12 Days

Hotel Receptionist Diploma – Hotelier Hub

Enrol on our “Hotel Receptionist Diploma Course" and you could be working in the Hotel Industry sooner than you think! This course was designed in co-operation with leading Hotels.

Sophisticated Emulator

"Hotelier Hub" allows you turn your home computer into a Hotel Property Management System so that you can experience what it is really like to work as a Hotel Receptionist. "Hotelier Hub" is based on the common functions of live Hotel Property Management Systems used by Hotels throughout the world.

Simulated Role Play

Practice making reservations for fictitious guests, along with checking them in, posting charges to their bill, editing or cancelling their reservation, checking them out and so much more.

Diploma Award:

This Diploma Award is made up of the following Certificates:

  1. Hotelier Hub
  2. Customer Service Excellence

Train the trainer

Training & Development Train The Trainer – CPD & QQI Certified

Training & Development Train The Trainer Course

(QQI Level 6 Award – Attracts 30 Credits)

If you fancy working as a Qualified Trainer, training people in your area of expertise, then this course is a must for you!

Learn to deliver training that is memorable, lively, interactive and effective, helping you become a trainer that makes a difference.

This media-rich, interactive training programme is written, designed and delivered by trainers who are passionate about what they do and are committed to helping you become an outstanding trainer. This highly sought after QQI qualification will help you advance your career and make you stand out from the crowd!

QQI Level 6 Qualification - Worth 30 Credits

This overall Special Purpose Award (6S3372) is made up of the following Component Certificates and will help you become an Outstanding Trainer that uses the Accelerated Learning Approach:

The programme is aimed at candidates who are:

  • Planning a career in Training and Development
  • Newly appointed trainers
  • On the job trainers
  • Trainers who need to up-skill and gain a formal national qualification
  • Team leaders
  • Staff involved in administration, delivery, design and assessment.

Previous students include:

Hairdressers, beauticians, health care assistants, nurses, painters, decorators, builders, gardeners, mechanics, fitness instructors, driving instructors, forklift drivers, accountants, yoga teachers, security staff, engineers, cabin crew, airport staff, travel agents, firefighters, hotel staff, coaches, instructors, teachers, trainers etc.

Duration:

200 Hours Approx (Online + 1 day Practical Workshop/Assessment). Our online platform includes interactive, media-rich training including interactive quizzes.

Special Offer:

Fee: €778 €469.00 (For a limited period).

You will learn how to deliver stimulating training sessions and keep the learner motivated.

Is this qualification recognised throughout the world?

Yes, this qualification will be recognised at home and abroad as it is aligned on the Irish National Framework of Qualifications at Level 6 and referenced to the following Education Frameworks:

Education Framework Level
European Qualifications Framework 5
Irish National Framework of Qualifications 6
Regulated Qualifications Framework England/Northern Ireland 5/4
Scottish Credit and Qualifications Framework 8/7
Credit and Qualifications Framework for Wales 5/4

Amadeus Global Distribution System

Amadeus Global Distribution System (GDS) CRS

Fancy working in a Travel Agency or an Airline Reservation Department?

Enrol on this Amadeus Global Distribution System training programme and you could be working in the Travel Industry sooner than you think!

This Industry endorsed qualification will help you upgrade your CV and increase your chances of gaining employment.

Once you feel confident using this Global Distribution System you will be very confident using a live GDS.

The system includes a a Lesson Mode and an Emulator Mode:

Lesson Mode (student friendly)

This Lesson Mode will teach you everything you will need to know on building Booking Files for your customers.

Emulator (intended for Role Playing)

The GDS Emulator is a subsystem that simulates a real GDS. It is programmed to accept GDS queries and generate GDS screen displays. As you work through the lessons, exercises, quizzes and drills, every GDS query that you submit is handled by an emulator in order to generate a realistic screen display. Every screen display appears exactly as it would on a real GDS.

With the click of a button, you can:

  • Interact with the Emulator directly.
  • Freely submit GDS queries and retrieve information
  • Check flight schedules, retrieve fares, book flights, book cars and also book hotels.
  • Look up city, airport, airline and country codes.
  • Build complete reservations and print simulated airline tickets.

Online Training:

50 hours

Subjects Covered:

AIS, access type indicators, additional hotel entries, addresses, basic flight availability, booking a car at a passenger's destination, booking a hotel at a passenger's destination, building a complete PNR and ending transaction, cancelling seating elements, car terms, changing and deleting PNR data, changing segment status, displaying the sub-fields of a PNR, encoding and decoding cities, airports and airlines, entering fare elements, fare displays, fare notes, flight sell, follow-up availability entries, frequent-flyer element, general remarks, HELP system, hotel segment modification, introduction to classes of service and basic restrictions, introduction to the PNR, itinerary pricing, miscellaneous Amadeus functions, name element, OSI elements, PNR management, PNR queues, practice building complete PNR's, rebooking itinerary segments, received-from element, retrieving a PNR from a similar name list, retrieving a PNR from the Amadeus database, return availability, SSR elements, seat maps, seat requests and wishes, signing in and out, specific seat request and seat wish, telephone element, ticketing, ticketing element, timetables, waitlist assurance, working through a PNR queue.

Structure:

24 lessons & 4 quizzes

Average Completion Time:

50 hours

Price:

€395.00

Includes software, examination fees and Industry endorsed Certificate will be issued to all successful graduates. This qualification is recognised globally.

This course can be studied from anywhere in the world and will allow you turn your home computer into a simulated airline booking system. It gives you the opportunity to gain invaluable practical experience in booking flights, car rental and hotel accommodation.

Combo GDS

Combo GDS Includes Galileo and Amadeus (special promotion price- €495.00 for both courses, saving you €295.00).

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