It is all in the detail

Verbal and non verbal communication include

• Words

• Tone

• Body language

• All of the above

What is jargon?

• Technical language of an industry

• The stuff in a fire extinguisher

• A type of salami

• When you break you jar

How does an airline reflect its 'signature' or 'brand'?

• By its WHS policy

• How many flights a day it operates

• Through its Customer Service Procedures

• The ports it flies to

What are the SSR codes?

• Secret Service Codes

• Used by crew in an emergency

• A series of codes used by the pilots

• Special Service Request codes

What is the primary role of cabin crew?

• Sell duty free products

• To ensure the safety and well being of passengers

• Ensure on time departure

• Heat meals for passengers

What does KSML stand for?

• The Russian spy agency

• Kids special movie channel

• Kosher meal

• Keep Smiling, More Laughter

Why is quality customer service so important to an airline?

• On going success of the business

• It impacts how the airline is perceived

• It builds customer loyalty

• All of the above

What percentage of verbal and non verbal communications do 'words' play?

• 7%

• 50%

• 90%

• !00%

Using correct customer service language how would you rephrase 'are you right'?

• What do you want?

• You want a drink?

• How may I help you?

• What?

There are many variables on a customer's needs and expectations, these can include?

• Age

• Cultural background

• Religious beliefs

• All of the above