WorksheetsMFP
Total questions: 12
Worksheet time: 23mins
My Professionalism - Sally
“Sally goes out of her way to look after an elderly customer during boarding. As Mrs. Portokali doesn’t speak any English, Sally uses the few words she knows in Greek to communicate with her. She also asks her FG1 colleague Nick, who speaks Greek to check in on her from time to time as well.”
Positive Approach
Resilient
Cosmopolitan
Organised
Thorough
Cosmopolitan
“Sally goes out of her way to look after an elderly customer during boarding. As Mrs. Portokali doesn’t speak any English, Sally uses the few words she knows in Greek to communicate with her. She also asks her FG1 colleague Nick, who speaks Greek to check in on her from time to time as well.”
Proactively used knowledge of different cultures and language skills to enhance the customer experience.
Showed respect for other cultures and appreciated cultural differences amongst colleagues and customers.
Could demonstrate more awareness/consideration of cultural differences
My Professionalism - Sally
“Sally works quickly throughout the flight as she plans to support Penny with the LHS service. After all customers have eaten, Sally helps to allocate ‘we care’ pairs with her colleagues as the Cabin Supervisor is on rest.”
Positive Approach
Resilient
Cosmopolitan
Organised
Thorough
Organised
“Sally works quickly throughout the flight as she plans to support Penny with the LHS service. After all customers have eaten, Sally helps to allocate ‘we care’ pairs with her colleagues as the Cabin Supervisor is on rest.”
Anticipated challenges and put plans in place to overcome them. Adjusted priorities and adapted quickly to changes when needed. Excellent galley management.
Planned, prioritized and managed workload effectively in the galley and/or the cabin. Was punctual throughout the trip.
Encouraged to show more initiative in performing various duties and to manage time more effectively.
My Customer Service - Nick
“Nick is prompted by the Cabin Supervisor to help escort the first class customers to their suites. He does this quickly, and then returns to his galley preparation. Nick doesn’t acknowledge the customers coming through the galley.”
Friendly & caring
Anticipates customer needs
Responsive & helpful
Service style
Friendly and Caring
“Nick is prompted by the Cabin Supervisor to help escort the first class customers to their suites. He does this quickly, and then returns to his galley preparation. Nick doesn’t acknowledge the customers coming through the galley.”
Built strong rapport with customers. Made exceptional effort to engage with customers and inspired others in customer care.
Greeted and welcomed customers on-board. Smiled and was friendly. Initiated conversation with customers. Ensured customers were comfortable.
Could make customers feel more welcome and comfortable by engaging in conversation, asking questions, smiling.
My Customer Service - Nick
“Nick takes time after the service to visit Mrs. Portokali in business class and converse with her in Greek. He learns that she is visiting her baby grandson in Melbourne for the first time and that she is very anxious about finding her way through the airport without knowing English. Nick makes a request for meet and assist services through the ACARS, and later introduces her to the ASM on ground.”
Friendly & caring
Anticipates customer needs
Responsive & helpful
Service style
Anticipates Customer Needs
“Nick takes time after the service to visit Mrs. Portokali in business class and converse with her in Greek. He learns that she is visiting her baby grandson in Melbourne for the first time and that she is very anxious about finding her way through the airport without knowing English. Nick makes a request for meet and assist services through the ACARS, and later introduces her to the ASM on ground.”
Used their initiative and found ways and opportunities to really exceed customer expectations and enhance their overall experience.
Available and active in the cabin. Checked cabin and lavatories. Anticipated customer needs and proactively took action to meet them. Looked for ways to help.
Needs to be more attentive to customers’ needs e.g: those traveling with children; providing blankets; replenishing drinks.
My Teamwork - Penny
“Penny is excited when she is pulled out as G1 to Melbourne. She recognises Sally in briefing, and lets her know she will be operating in the business class cabin. Penny notices that one of her colleagues has a ladder in her stockings and discreetly points this out to her. Penny remains cheerful throughout the flight”
Relationship builder
Team player
Effective communicator
Relationship Builder
“Penny is excited when she is pulled out as G1 to Melbourne. She recognises Sally in briefing, and lets her know she will be operating in the business class cabin. Penny notices that one of her colleagues has a ladder in her stockings and discreetly points this out to her. Penny remains cheerful throughout the flight”
Built strong relationships with colleagues and/or engaged with wider teams e.g: ground staff. Encouraged colleagues in challenging situations.
Showed consideration to colleagues. Welcomed other staff. Contributed to an enjoyable and effective working environment.
Needs to be conscious of value of building good working relationships with colleagues. Be aware not to make others feel excluded.
My Teamwork - Penny
“Penny is happy to take a few pasta dishes from the light bites service down to economy. When she notices her colleague struggling with a demanding customer, Penny offers to support her.”
Relationship builder
Team player
Effective communicator
Team Player
“Penny is happy to take a few pasta dishes from the light bites service down to economy. When she notices her colleague struggling with a demanding customer, Penny offers to support her.”
Actively encouraged team work. Offered solutions to help resolve team challenges. Exceptional support to colleagues through e.g: a medical or security situation
Offered support to colleagues. Accepted an equal workload and contributed actively to achieving team goals. Shared experience and knowledge with colleagues.
Could have worked more closely with others throughout the flight. Did not offer assistance to colleagues in need
