ACES: Airport Customer Experience Specialist
Overview
The Airport Customer Experience Specialist course is an introductory level course that provides students with foundational knowledge on how to design, build and implement a customer experience strategy for your airport. Learners are now able to register for this course directly through the Airports Council International (ACI) website.
Learners are able to enrol in this course directly from the ACI website.
This designation is required in level 2, 3, 4 and 5 of the ACI Customer Experience Accreditation programme.
Learning Outcomes
On completion of this course participants will be able to:
- Understand the roles and responsibilities of a customer experience professionals involved in customer experience management;
- Acquire the key competencies to contribute to a customer experience programme;
- Understand the concepts behind the eight (8) domains of the airport customer experience model; and
- Be prepared to accompany the airport towards customer experience accreditation.
Who should enrol?
- Airport Customer Service and/or Operations Directors, Managers, Officers and Staff;
- Airport Marketing and Commercial Managers and Staff;
- Airport Public Affairs and Communications Directors, Managers and Staff;
- Airport Security Managers, Supervisors and Staff;
- Supervisory and Managerial Airport Staff who have external and/or internal customers.
Course Content
The Airport Customer Experience Specialist courses consist of the following seven modules.
| Module 1 | Introduction, Learning Objectives and Customer Experience Management |
| Module 2 | Customer Research and Data Analysis |
| Module 3 | The importance of Customer Experience |
| Module 4 | Customer Experience Strategy |
| Module 5 | Quality of Service Improvement and Service Design |
| Module 6 | Key Indicators and Customer Experience Dashboard |
| Module 7 | Employee Engagement, Customer Culture and Communication |
