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 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 professional 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 to Customer Experience Management |
| Module 2 | In the Customer’s Shoes |
| Module 3 | Customer Research and Data Analysis |
| Module 4 | Customer Experience Strategy |
| Module 5 | Service Improvement and Design |
| Module 6 | Customer Experience Indicators and Dashboard |
| Module 7 | Customer Experience Culture |
