High Altitudes, IMPRESS™ive Attitudes.

Oculus Airline Training Programs

Many airlines strive to provide their customers with friendly and comfortable service during their departure, flight and arrival experience. Service is important, but are you leveraging great service opportunities to increase your bottom line revenues?

Session Delivery Options

	Live with Trainer		Training Portal
	Webinar		24/7

Learning Objective: Through interactive training sessions, mystery shopping and ongoing support, this training program will introduce your crew and ground staff in methods proven to keep customers coming back. By providing superior ground and in-flight service, your team members will learn how to fly above the competition.

Using proven hospitality concepts developed in the IMPRESS™™ Sales and Service program, The “High Altitudes, IMPRESS™ive Attitudes” Airline Sales and Service Program™ will assess and evaluate airline service standards and frontline sales opportunities. Give your call centre agents the tools to provide IMPRESS™ive, personalized service, while maximizing the revenue generating potential. Our customizable program is designed to help create customer loyalty, and generate additional sales while maintaining a non-pressure setting.

Telephone (call centre) mystery shopping for:

New reservations. Learn how to encourage individuals to purchase optional services or upgrades.
Changes. Agents will learn to be confident in explaining and collecting mandatory change fees.
Cancellation. Agents will learn how to politely collect cancellation fees or issue refunds and methods to encourage to re-book.
Reward travel. Agents will learn how to service rewards tickets and sell optional features or upgrades.

Some additional areas that can be reviewed during this program:

Airport service experience including:

Check-in.
Complaint management
Gate inquiry
Lounge Experience
Boarding

In-flight service experience including:

Welcome
Purchase
Communication & attitude
Service
Standards compliance
De-planing

Arrival Experience including:

Arrival assistance
Baggage assistance

Your customers will want to fly only on your planes with your crew because not only will they depend on your safety record but also your ability to provide exceptional customer service. Customers appreciate both.

Learning techniques for this module can include:

	Breakout Groups		Group Discussion
	Live Examples		Live Practice
	Practical Examples		Pre-Recorded Examples
	Problem Solving		Role-Play
	Slides & Videos		Worksheets

	Walk Away Skills What will your staff walk out the door with?
	The ability to personally connect with your customers. The capability to quickly uncover guest needs and wants. Advanced selling skills to us during a guest interaction. Advanced complaint management skills. A firm understanding of your customer service & sales goals.

Who Should Attend Oculus Airline Service Training?
Call Centre, Customer Service, Flight Attendants, Managers, Reservations Agents, Rewards, Supervisors, Ticket Counter Agents.

Some of the matching Oculus services for this program include:

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