Handling Passenger Complaints

What is the first step in handling a passenger complaint?

• Empathise

• Listen

• Ask

• Summarise

Fill in the blank: To show you understand a passenger's concern without taking sides, you should ______.

• Listen

• Empathise

• Ask

• Summarise

Which step involves actively resolving the problem by asking questions?

• Listen

• Empathise

• Ask

• Paraphrase

What should you do after listening to the passenger?

• Empathise

• Ask

• Paraphrase

• Summarise

Fill in the blank: After understanding the problem, you should ______ to explain what you will do to resolve it.

• Listen

• Empathise

• Paraphrase

• Summarise

Fill in the blank: To find out the facts and help solve the complaint, you should ______.

• Listen

• Empathise

• Ask

• Summarise

What is the purpose of paraphrasing in handling complaints?

• To listen carefully

• To show empathy

• To confirm understanding

• To summarise the solution.

Fill in the blank: The final step in resolving a complaint is to ______.

• Listen

• Empathise

• Paraphrase

• Summarise

Which step involves apologizing to the passenger?

• Listen

• Empathise

• Paraphrase

• Summarise

Fill in the blank: After asking questions, you should ______ to ensure understanding.

• Listen

• Empathise

• Paraphrase

• Summarise