Customer Services

Choose ways to show hospitality to passengers.

• Greet them with a smile.

• Listen to them when they speak to you.

• Ignore them and do your work.

• Ask them if they need anything.

Choose knowledge and skills to establish trust between you and the passengers.

• Hot Tempered

• Product Knowledge

• Ability to listen

• Problem solving skills

Choose 2 elements of quality that customers use to evaluate service?

• Reliability

• Procrastinate

• Selfish

• Responsives

Find the elements that match this description " Show that you care about the situation the passenger is in "

• Reliability

• Tangibles

• Empathy

• Assurance

Find the elements that match this description " What a passenger sees or touches leaves a lasting impression "

• Assurance

• Empathy

• Responsiveness

• Tangibles

Find the elements that match this description " How reliable is the service that is expected "

• Assurance

• Empathy

• Responsiveness

• Tangibles

Find the elements that match this description " How trustworthy you are, you do what you say you will do "

• Reliability

• Empathy

• Responsiveness

• Tangibles

Find the elements that match this description " How quickly and in what way you interact and communicate "

• Reliability

• Assurance

• Responsiveness

• Tangibles

As a member of cabin crew what are the best way to handle this situation " A passenger is afraid of flying… "

• Offer to relocate a customer who is being disturbed. Approach the noisy group and tell them you are glad they are having a good time, and in order for everyone to have an enjoyable flight it helps if the conversation is kept to a normal level.

• Approach the parent and ask if there is something they need to help make the infant more comfortable.

• Keep customers informed about the delay, offer service, answer questions, be visible in the cabin to offer assistance.

• Reassure and offer information. Ask questions about their needs.

As a member of cabin crew what are the best way to handle this situation " The flight is delayed… "

• Reassure and offer information. Ask questions about their needs.

• Approach the parent and ask if there is something they need to help make the infant more comfortable.

• Keep customers informed about the delay, offer service, answer questions, be visible in the cabin to offer assistance.

• Apologize to the customer. Try and look for alternate solutions.