Dual Diploma in Customer Services & Ground Operations Management

All of us are customers. Each one of us purchase household items from superstores, malls and shopping bazaars. Each person buys groceries, clothes, electronic items, etc from these malls and megamalls. Also at times visit a multiplex to watch a movie.Either you travel by air, by road, or even by sea as a passenger you are a customer. You stay at hotels as a guest and still are a customer. In all these spheres of life one has to manage, take better care, maintain good relationships, and retain customers.

In today's fast changing and growing life style there is an immense need of qualified persons having knowledge of customer services. Students in this course are specifically trained on the most crucial factors of customer servicess. Candidates having thorough knowledge of this are in most demand in today's fast growing corporate segments and even in industries such as the retail industry, the hotel or the hospitality industry and even the travel and tourism industry including the airline and all associated industries relevant to these segments. On successful completion of this course, students could avail jobs in varied retail establishments, such as malls, multiplexes, departmental stores, corporate houses, hotel industry, cruise liners, travel agencies, tour operators and all such relevant industries.

COURSE CONTENTS

* Spoken English
o One month on English Speaking

* Grooming
o Personal Apprearance
o Hairstyles
o Eye Makeup
o Skin Care
o Grooming and Hygiene
o Applying Makeup

* Personality Development
o Presentation Skills
o Communication Skills
o Manners & Etiquettes
o Voice & Accent
o Group Discussions
o Telephone Etiquettes

* Airport Terminal Management / Ground Operations
o Map Reading
o Concept of Ground Handling
o Airport and its Attributes
o Basic Ticketing & Fare Construction
o Check in counter Operations
o Ramp & Baggage Management
o Lounge Management
o Passenger Relationship Management
o First Aid Training

* Customer Services Management
o Knowing customer's needs
o Delivering superior service
o Understanding body language
o Services in Retail Industry
o Services in Hotel Industry
o Services in Travel & Tourism Industry
o Handling customers
o Customer Satisfaction