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  1. Programs
  3. Southwest Airlines Professional Communications Certification

Southwest Airlines Professional Communications Certification

Southwest Airlines

Certificate

Become a contributor for free to openly demonstrate student outcomes, industry alignment & eligibility criteria.

No description available.

Format

Hybrid

Eligibility Calculator

Which aid programs apply to this program?

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Program Pathways

Credentials this program stacks toward

No program pathways.

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Program Details

Detailed information about this program

The Southwest Airlines Professional Communications Certification verifies individuals possess the soft skills necessary to thrive in any workplace environment. The certification validates the knowledge and skills necessary to communicate effectively, think critically and work with others, resulting in an employee with greater interpersonal and customer service skills. Those who earn the certification are more qualified and prepared to enter any work environment, regardless of industry level.

Requirements

What you need to earn this credential

No requirements listed.

Financial Aid

Eligible funding programs

No funding information available.

Scholarships

No scholarships listed.

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Locations

Where this program is offered

  • Alabama

    Alabama

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Related Programs

Programs related to this one

No related programs.

Skills & Competencies

Skills developed through this program

Auto-populated·from O*NET via SOC 43-4051.00

Skills

Service OrientationActive ListeningSpeakingReading ComprehensionCritical ThinkingTime ManagementWritingComplex Problem SolvingSocial Perceptiveness

Knowledge

Customer and Personal ServiceEnglish LanguageAdministration and ManagementSales and MarketingMathematicsAdministrative

Abilities

Oral ComprehensionOral ExpressionSpeech RecognitionSpeech ClarityProblem SensitivityWritten ExpressionNear VisionWritten ComprehensionDeductive ReasoningInductive ReasoningInformation Ordering

Tasks

  • Confer with customers by telephone or in person to provide information about products or services, t
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, o
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems,
  • Answer telephones, direct calls, and take messages.
  • Communicate with customers, employees, and other individuals to answer questions, disseminate or exp

Technology

Document management softwareHuman resources softwareData base user interface and query softwareNetwork conferencing softwareGraphics or photo imaging softwareWord processing softwareDesktop publishing software

Tools

Autodialing systemsAutomatic call distribution ACD systemCalling line identification equipmentCash registersDesktop computersDialed number identification systems DNISGlobal positioning system GPS receiversMulti-line telephone systemsOn hold playersPersonal digital assistants PDAPredictive dialersScannersVoice broadcasting systemsWireless telephone headsetsWireless telephone systems10-key calculatorsComputer laser printersComputer terminalsData input scannersDictation equipmentDigital duplicating machinesElectric typewritersLaptop computersLaser facsimile machinesLetter folding machinesPersonal computersPhotocopiersPhotocopying equipment

Work Values

RelationshipsSupportIndependenceAchievementRecognitionWorking Conditions
Career Pathways

Occupations this program prepares you for

  • Customer Service Representatives43-4051.00
  • Office Clerks, General43-9061.00
What You'll Learn

Key competencies developed through this program

Auto-populated·from NSX Competency Framework

Mastery: developing (Level 2)(based on Certificate)

  • Multi-channel coverage (phone, chat, email simultaneously) — handle a routine queue without quality loss.
  • Customer objections and negotiation requests — handle within authority limits without escalating routinely.
  • Cross-sell and retention scripts — apply naturally on appropriate calls to hit team metrics.
  • Recurring escalation patterns — recognize early and route to the right specialist team.
  • Soft-skills techniques (empathy statements, paraphrase, summary close) — apply reliably during difficult calls.
  • QA scorecards and call-coaching feedback — incorporate consistently to maintain quality targets.
  • New-hire shadowing for tier-1 colleagues — host during onboarding weeks.
  • Customer notes and disposition coding — categorize accurately for downstream analytics.
  • Knowledge-base improvements — flag missing or outdated articles to the team lead.
  • Wrap-up time and call-handle metrics — meet without compromising customer experience.

Some details on this page are auto-populated from public workforce data sources: O*NET (opens in new tab), BLS (opens in new tab), College Scorecard (opens in new tab), DOL Training Provider Results (opens in new tab), NSX (opens in new tab). Provided in partnership with LER.me Career Intelligence.

Student Outcomes

Performance metrics for this program

Auto-populated·from Scorecard + DOL
Completion Rate
56%
Placement Rate
81%