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Training the staff posted at an International Airport trained on providing flawless customer service

The Task

To train the employees posted at the Airport towards operating as part of the Airport team, to meet the needs and requirements of passengers, and to think and work towards the core philosophy of service, and the role each one plays in aligning themselves to provide seamless service to passengers.

The Solution

Centum Learning designed a programme with the aim of orienting the staff towards the importance and need of customer service, through instilling pride in working at the Airport.

The program used a bouquet of tools, syndicate activities, business simulations, videos, role plays & facilitated discussions which ensures high transfer of learning & applicability at workplace. It trained the participants on specifics such as:

  • Acknowledging the passenger
  • Welcoming the passenger
  • Empathizing with passengers
  • Offering proactive assistance (finding and managing moments of truth in the interaction)
  • Maintaining a pleasant appearance (personal grooming, office facilities, and code of conduct)
  • Serving the passengers (helping the customer to his satisfaction)
The Result

At the end of the program, the staff was able to:

  • Generate the required attitude to help passengers
  • Share the responsibility towards Passenger Delight with other teams
  • In the end leading to Customer Delight!

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    New Delhi - 110 030.
    CIN: U74120DL2007PLC158956
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Mehrauli, New Delhi-110 030.


CIN: U74120DL2007PLC158956

Tel: +91- 4588 1000 / 1200 , 4600 1100

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