ETI · 09.12
Corporate Learning / 2026Telephone & Reservation Etiquette
This practical program develops professional telephone and reservation handling skills, enabling participants to provide efficient, courteous, and customer-focused service while enhancing the passenger booking experience.
Course OverviewPractical learning.
Practical learning.
Measurable impact.
This practical program develops professional telephone and reservation handling skills, enabling participants to provide efficient, courteous, and customer-focused service while enhancing the passenger booking experience.
Every ETI corporate programme can be aligned with your organisation's industry, competency framework, business priorities and learner profile. Practical exercises and workplace scenarios help participants transfer learning into performance.
Learning ObjectivesWhat participants
What participants
will be able to do.
- 01
Handle reservation enquiries professionally.
- 02
Improve telephone communication skills.
- 03
Enhance customer satisfaction during booking interactions.
- 04
Apply professional reservation standards.
Who Should AttendDesigned for professionals
Designed for professionals
ready to progress.
- 01Reservation Agents
- 02Call Centre Teams
- 03Customer Service Representatives
- 04Airline Sales Staff
- 05Front Office Personnel
Course OutlineA structured journey
A structured journey
from insight to action.
Facilitated discussion, practical application and workplace-focused learning are woven through every module.
Module 1
- Professional Telephone Etiquette
- Reservation Procedures
- Customer Communication
Module 2
- Managing Customer Enquiries
- Complaint Handling
- Reservation Best Practices
Module 3
- Customer Service Standards
- Quality Assurance
- Continuous Improvement
Customised In-House ProgrammesBring this course
Bring this course
into your organisation.
We tailor examples, activities, duration and delivery to your team's operational context and desired outcomes.
Let's design your programme ↗+971 54 417 7480