Cabin Crew Customer Service

What do you think customer service means?

• Always doing what the customer wants

• Always putting the company first

• Always trying to meet the customers needs

• Always trying to sell the most products

A good ________ is essential to a business when providing customer service?

• Speaking Voice

• First Impression

• Attitude

• Hairstyle

Good customer service help to ...

• Build a Brand

• Reduce customer complaints and minimise problems

• All of the options

• Create trust with customers

Treat others as you would like to be treated is a good guiding principle behind offering outstanding service or sales through service.

• True

• False

Which of the following is a method of gaining customer satisfaction?

• Not dealing with a problem

• Long queues

• Slow service

• Helpful and Friendly Staff

You have a passenger who is blind and needs some assistance with his onboard service? How could you help him?

• Give him a menu and any drink from the bar.

• Explain to him his options from the meal service and tell him all the options from the bar

• Offer him choices of drinks from the bar but pick his meal for him

A passenger is upset his child has not received a child's meal, how can you check this on the passenger manifest? What code will be by his name?

• KSML

• DBML

• CHML

• VGML

What is a key element in creating a positive first impression with a customer?

• Waiting for the customer to initiate conversation

• Greeting the customer with a warm, friendly welcome

• Offering discounts right away

• Asking for feedback immediately

When dealing with a difficult customer, what is the best approach to take?

• Defend company policies immediately

• Listen actively and empathize with their situation

• Promise a solution you cannot deliver

• Transfer the call to a colleague

When a customer is angry, by remaining calm, helpful and positive in this situation it will....

• Make the customer more angry

• Make you look weak

• Will help to de escalate the angry customer

• All of the above