Winning with Customers Silver
The International Travel College (ITC) is the premium supplier of training courses for the airline, airport, travel and tourism industries. Winners of three New Zealand Tourism Awards, in recognition by the industry of our excellence in travel & tourism training. ITC is registered and accredited with the New Zealand Qualifications Authority (NZQA), the International Air Transport Association (IATA/UFTAA), CODECO, ISO and Microsoft.
Highlights /Why us?
Studying Online means you can study when you like, for as long as you like, wherever you like. In fact, if you can access a device connected to the internet, simply log in and away you go: during your bus trip on your mobile, when you’re at lunch on your iPad, or from your laptop. These courses work on all devices.
You might be generally interested, or your employer might like you to expand your knowledge. These courses cater for all options & interests!
Our courses cover everything from flight attending through to ground handling,
cruising, tour guiding, customer service and lots more! Simply select the topic that you’d like to study, and if you like what you see you can make an online purchase and start studying!
Research found that our industry partners suggested “ITC should offer training which leads to a Certificate, gives staff and in fact the whole industry an opportunity to up-skill, so that everyone gains: the employee, the employer, the traveller, and the industry as a whole.” These online courses cater exactly to the needs our key industry partners have identified.
The courses contain a broad selection of lessons which include valuable information, industry references, online links, video clips, maps and more. In fact everything that relates to the topic you’ve selected. Each Silver and Gold course option also contains a set of assessment questions which, when completed correctly, leads to the award of an ITC Online Training Certificate of Completion. Great for your CV, & excellent for your career opportunities!
You will be able to access your course on your computer, laptop, tablet, and mobile
phone!
Course Overview
People want to receive excellent customer service – everywhere, every day!
Complete this course NOW to fine-tune your customer service skills!!
You, your colleagues, your employees, your boss – every single person working in the service industry needs to know how to deliver on this expectation. This course includes information on the ‘why’ and the ‘how’.
Through ‘Stop + Think’ exercises you get to really think about your experiences, your service delivery, and how or where you can improve your service to be able to deliver truly EXCELLENT CUSTOMER SERVICE.
The SILVER course includes 9 comprehensive lessons with valuable information, several quizzes, and a final assessment. Upon completion of the SILVER course we will issue you with a Certificate of Completion!
You can complete this course on any device: smartphone, iPhone, tablet, iPad, Mac notebook, PC laptop, and any computer.
Program Outline/Syllabus
Lessons
Winning With Customers – Introduction
An introduction to winning with customers including chapter one
Winning With Customers – What Customers Need and Want
This chapter focuses on the customer – what they need, what they want and why we need to be vigilant about these needs and wants
Winning With Customers – Service Excellence
This chapter covers how to provide service excellence to customers – what do they want? what don’t they want?
Winning With Customers – Providing Good Value
How do we provide great value for our customers? When do customers feel they are getting their value for money? When do they not?
Winning With Customers – Communication With Customers Part 1
This lesson focuses on the first part of chapter 5 – communication with customers. It covers verbal communication and language.
Winning With Customers – Communication With Customers Part 2
In part 2, we discuss communication in more detail including body language and the do’s and don’ts of communication
Winning With Customers – Customer Service Attitudes
This chapter focuses on what attitudes are desirable when dealing with customers, how can you calm situations? what do people like and respect in a from you as a guide?
Winning With Customers – Giving Customers Enough Time
This lesson is about giving customers enough time – how much do they expect? How can you possibly fit everyone in with your time limits? Find out in this chapter.
Winning With Customers – Handling Complaints
Complaints .. something we never want to have to deal with but it is going to be inevitable throughout your journey in the Tourism industry. How do you handle complaints? Are they necessarily a bad thing?
Assignments/Tests –
At the end of the lessons on each Silver or Gold course, you will find an assessment quiz. You need to first read through all lessons. A blue, oblong tab will appear at the end of the last lesson, “Take this lesson quiz”. Click on this to complete or resit your assessment quiz. Ideally, you score 80%, or more, in your assessment quiz. If you
scored less than 80% on your first attempt, we would like you to resit the assessment quiz to see if you can score higher on your second attempt.
What will I learn?-
- The aviation industry & airlines
- Ticketing, passports & visas
- Baggage allowance & airport security
- Passenger handling & customer service
- Careers, CVs and job hunting
<b><li>Age</li></b>
14+ years of age or older(If under 19 years of age, parent or guardian consent is required)
<b><li>Assessment</li></b>
Successfully pass general assessment test that includes a computer knowledge assessment, Internet knowledge assessment, English reading, and writing skills assessment.
<b><li>Portfolio</li></b>
No portfolio requirement, this is a beginner hands-on course open to the general public
<b><li>English Proficiency</li></b>
International students with English as a second language must demonstrate a good oral and written level of English. A telephone, Skype, or in-person interview may be required to verify this.
Students are responsible for supplying their own Computer Software and Hardware. Academic discounts are available to our students.
System Requirements:
<b><li> Apple Mac </li></b>
12 GB RAM (16 GB recommended) Chrome internet browser
<b><li> Graphics Card </li></b>
Recommended Graphics card: Nvidia GeForce GTX 1060 3 GB or better.
<b><li> Internet </li></b>
Broadband, High-Speed connection 10 Mbps Download (Recommended) 1 Mbps Upload (Recommended)
<b><li> Monitor </li></b>
Computer Screen with a 1920 X 1080 display. 2 monitors are better.
<b><li> Webcam </li></b>
Students must keep their computer cameras on at all times unless directed otherwise. Students must be on-screen, visible, and present throughout each class. Students who do not or cannot turn their cameras on will be marked absent.
<b><li> Windows </li></b>
12 GB RAM (16 GB recommended) Chrome internet browser
<b><li>Adobe Animate CC </li></b> (VANAS Students save 60%)
<b><li>Adobe Creative Cloud </li></b> (VANAS Students save 60%)
<b><li>Maya </li></b>(Free for VANAS Students)
<b><li>Houdini </li></b> Effects Animation Software
Vancouver Animation School (VANAS) is a leading educational institution devoted to educating aspiring artists in the diverse disciplines that form the Animation, Visual Effects, and Video Game industries. We empower the artists to empower their art. We teach innovative skills that lead to creative careers and result in personal and professional fulfillment. We developed a fantastic school with strong educational programs that welcome you, work for you, and care for you.
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