Work-Study Diploma in Customer Experience Management (Cabin Services)

Course duration: 30 months

This course equips trainees with skills, knowledge, and professional attributes in customer behavior analysis, developing, executing, and managing quality customer experience.

Additionally, trainees will acquire the skills to manage cabin emergency situations, provide inflight retail and catering services, deliver inflight customer service, and develop team management skills for resource planning and leadership. 

Prerequisite

• Comfortable working in confined spaces aboard aircraft for extended periods

• Meet airline's entry requirements, including minimum height and medical criteria and normal colour vision.

• Customer service oriented

• Able to communicate information and instructions clearly

• Able to make prompt decisions under stressful conditions 

Job role

A cabin crew is one who achieve service goals for the flight by coordinating all activities relating to safety procedures, emergency protocols and catering and retail services to ensure the safety, comfort and satisfaction of passengers during air travel.  

Work-study training pattern

Hybrid Release - Alternating between blocks of daily classroom lessons and one to two days of weekly lessons at ITE, with the remaining work-week spent at the workplace for On-the-Job Training.

Click here for Course Module Details [PDF, 689 KB]

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What you'll learn

• Consumer behaviour and decision making

• Service experience design and solutions implementation

• Service quality management

• Safety, security and health standards management

• Team management

• Resource management

• Cabin emergency and unforeseen situation management (subject to changes)

• Inflight catering and retail service provision (subject to changes)

• Passenger customer service and engagement (subject to changes)

Entry requirements

Applicants must meet the following minimum entry requirements:

1. ITE graduates from any one of the following courses + pass company screening & interview;

   • Nitec with GPA ≥ 2

     • All Courses

   • Higher Nitec:

     • All Courses

OR

2. In-service employees⁺ with:

   • Equivalent qualifications such as Workplace Literacy & Numeracy (WPLN) Level 5 and above

   • Relevant work experience

   • Strong employer endorsement

⁺In-service employee may be invited for an admission interview

Career opportunities

Work-Study Diploma in Customer Experience Management (Cabin Services) graduates are predominantly employed by airlines as Cabin Crew.

Career advancement prospects improve as graduates gain experience and enhance their skills and knowledge. Graduates may advance to hold job titles such as Senior Cabin Crew, Complex Leader, and Crew-in-Charge.

For general queries, please refer to https://www.ite.edu.sg/about-ite/contact-us.

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