Customer Service

Customer Service means taking care of the customers needs ______, ______ ___ _____ their requirements are fulfilled. It's about delivering professional, helpful, high-quality service & assistance

What is GOOD customer service

• Providing an experience that is below customer's expectations

• Providing an experience that is the worst they've ever received

• Providing an experience that meets customer's expectations

• Providing an experience that exceeds customer's expectations

How can GOOD customer service be achieved?​ (a)   ​ (b)   ​ (c)   ​ (d)   ​ (e)  

• Respecting Customers
• Swearing at Customers
• Providing correct information
• listening actively
• Resolving issues
• going above & beyond expectations
• ignoring customers requests
• let customers wait for you
• playing with your phone
• crying in front of customers

It costs more to retain a customer than to get new customers

• True

• False

Word-of-mouth is one of the best ways to promote your product

• True

• False

Social Media is the worst way to promote a product

• True

• False

What are some of the ESSENTIAL skills of customer service?​ (a)   ​ (b)   ​ (c)   ​ (d)   ​ (e)   ​ a

• Accounting
• Positive Body Language
• Active Listening
• Product Knowledge
• Patience & Empathy
• Problem solving
• Strategic Thinking
• Cleaniness
• Mind reading
• Gambling

What is ManaaKitanga?

• Maori Term for identifying someone in need

• French word for a cuisine

• Spanish word for an item

• Maori term involving taking care of each other's well being, building relationships, and being there for each other.

What is a customer with specific need?​ (a)   ​ (b)   ​ (c)   ​ (d)   ​ (e)  

• Wheelchair Passenger
• Families travelling with young children
• Recently divorced couple
• Honeymooners
• Unaccompanied Minors
• Military Personnel
• Fire Fighters
• Staff from same airline
• Vision Impaired
• Neurodiversity Passengers

Match the following

• Only fruits are served

• Diabetic Meal

• Suitable for children aged 2 - 12

• Kosher Meal

• No Wheat, rye, barley or Bran contained

• Gluten Free Meal

• No Sugar used, restricted salt quantity

• Child Meal

• Prepared according to Jewish beliefs

• Fruit Platter