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

Course duration: 30 months

If you are customer-centric and enjoy engaging people, this is the course for you.

This Work-Study Diploma prepares you for a dynamic and rewarding career in customer service within the aviation sector. Through this course, you will develop specialised aviation skills and knowledge, with a strong emphasis on integrating smart technology and automation processes currently transforming the industry.

You will gain the expertise to handle complex service requests, including assisting passengers with special needs, while working with greater autonomy to deliver exceptional customer experiences. Additionally, the course equips you with essential design thinking and data analytics skills, enabling you to enhance customer satisfaction and operational efficiency.

By the end of the program, you will also hone leadership abilities, empowering you to manage teams effectively in the fast-paced aviation environment while driving continuous improvement and innovation.

Prerequisite

• Willingness to Work in Shifts: Must be open to working on a rotating shift schedule, including nights, weekends, and public holidays, to support the 24/7 operations of the airport.

• Strong Communication and Interpersonal Skills: Able to communicate clearly and effectively with diverse groups of passengers, demonstrating empathy, patience, and professionalism, even in high-pressure situations.

• Problem-Solving Abilities: Capable of handling stress while addressing and resolving customer concerns efficiently.

• Proficiency in IT and Basic Software: Competent in using computer systems and familiar with essential software applications to support daily operations and customer service tasks.

• Attention to Detail and Cultural Sensitivity: Must be detail-oriented and able to work in a multicultural environment, adapting quickly to a fast-paced, dynamic setting.

• Multitasking and Adaptability: Able to manage multiple tasks simultaneously, prioritizing effectively to maintain smooth operations and high levels of customer satisfaction.

Job role

Supervisor (Passenger / Customer Services) is one who is competent in managing airport services and operations seamlessly to deliver a safe and quality service experience to passengers and customers.

Work-Study Training pattern

Block Release - Alternating between blocks of daily classroom lessons at ITE and periods of On-the-Job Training at the workplace.

Click here for Course Module Details [PDF, 959 KB]

Employers that wish to offer training places, please click HERE.

What you'll learn

• Aviation Operations & Regulations

• Customer Experience Management

• Customer Data Analysis

• Customer Service Quality Management

• Service Quality and Innovation

• Strategic Thinking & Problem-Solving Skills

• Interpersonal Communication

• Leadership Skills

• Teamwork Building 

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 graduates of aviation track are employed by government agencies, statutory boards and private organisations in the air transport sector.  

The job title held is Supervisor (Passenger Services). Career advancement prospect will improve when graduates acquire experience and upgrade their skills and knowledge.

For general queries on the course, please email ibt@ite.edu.sg.

Apply now

Related courses

Work-Study Diploma in Customer Experience Management (Lifestyle & Consumer)

Work-Study Diploma in Airport Operations