Unit7 Customer Service Voc. N6 Business

In the early days of air travel, flying was a(n)_________ experience.

• priority

• elite

The airline industry gives passengers a(n) _________of different levels of customer service.

• choices

• price tag

There’s a good chance customers will get angry when something ___________.

• on board

• goes wrong

… training sessions in _________and interpersonal skills.

• assertiveness

• flag carrier

… employees are trained to use______ but not raise their voice.

• body language

• raise

• charge

• assertiveness

… exclusive features that they feel help them justify asking a higher________ .

• price tag

• flag carrier

• charge

_______British Airways distinguishes its high-price,  first-class service …

• Elite

• Flag carrier

• Priority

… not just in practical ways like priority baggage, but also through an elaborate ritual__________ : afternoon tea.

• choice

• on board

… you can________ more if you make people feel better cared for.

• charge

• price tag

Complete the sentences with the correct form of the word in capitals.

The flight attendant gave me great (a)   attention. PERSON