What distinguishes an ordinary flight experience from an unforgettable one? The answer often lies in meticulous attention to service details, underpinned by the expertise, refined skills, and proactive attitudes of service personnel. Recognizing this, the International Air Transport Association (IATA) has partnered with Harvard Business School to launch the "Aviation Customer Service Leadership and Management Training Program," designed to equip professionals with tools to excel in this competitive industry.
Beyond Mediocrity: The Path to Service Excellence
Imagine a team capable of confidently addressing diverse passenger needs, gracefully resolving unexpected challenges, and earning trust through professionalism. This vision becomes attainable through structured learning. The program merges IATA's established "Aviation Customer Service" curriculum with Harvard ManageMentor© (HMM), a cutting-edge multimedia learning platform, offering a comprehensive skill-building framework.
Dual Expertise: IATA and Harvard ManageMentor© Synergy
- IATA Aviation Customer Service Course: This self-paced foundation covers core competencies like communication techniques, cross-cultural interactions, and stress management. Participants require approximately 45 study hours, with electronic materials accessible for 12 months.
- Harvard ManageMentor© Modules: Developed by Harvard faculty and global leaders, these 10 interactive modules (2-4 hours each) focus on leadership, teamwork, and problem-solving. The platform remains accessible for six months post-activation.
Program Structure
Course Code: ALC008EBEN01
IATA Component
- Format: Self-study with electronic materials
- Duration: ~45 hours (flexible scheduling)
- Access Period: 12 months from enrollment
- Assessment: Proctored online exam (100 multiple-choice questions, 3-hour limit)
Harvard ManageMentor© Component
- Format: 10 interactive leadership modules
- Duration: 20-40 total hours
- Access Period: 6 months from activation
- Assessment: Module-specific quizzes (70% passing score required)
Target Audience
This program benefits:
- Frontline staff (check-in, baggage services, information desks)
- Cargo handling personnel
- Public relations and sales teams
- Flight attendants
Certification
Participants passing both IATA's final exam (60% minimum score) and HMM© module assessments receive dual certificates acknowledging their competency in aviation service and management leadership.
Key Learning Outcomes
- Mastery of advanced customer interaction methodologies
- Cultural sensitivity training for global passenger demographics
- Contemporary service trend analysis
- Leadership strategy development
- Operational crisis management techniques
Curriculum Highlights
| IATA Topics | HMM© Focus Areas |
|---|---|
| Service standard enhancement | Team motivation strategies |
| Verbal/nonverbal communication | Decision-making frameworks |
| Passenger engagement tactics | Conflict resolution models |
| Stress resilience training | Performance evaluation systems |
Technical Specifications
The HMM© platform features:
- Concise, action-oriented learning units
- Expert video commentaries
- Curated Harvard Business Review articles
- Customizable skill implementation tools