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WorksheetsIt is all in the detail
Total questions: 10
Worksheet time: 5mins
Verbal and non verbal communication include
Words
Tone
Body language
All of the above
What is jargon?
Technical language of an industry
The stuff in a fire extinguisher
A type of salami
When you break you jar
How does an airline reflect its 'signature' or 'brand'?
By its WHS policy
How many flights a day it operates
Through its Customer Service Procedures
The ports it flies to
What are the SSR codes?
Secret Service Codes
Used by crew in an emergency
A series of codes used by the pilots
Special Service Request codes
What is the primary role of cabin crew?
Sell duty free products
To ensure the safety and well being of passengers
Ensure on time departure
Heat meals for passengers
What does KSML stand for?
The Russian spy agency
Kids special movie channel
Kosher meal
Keep Smiling, More Laughter
Why is quality customer service so important to an airline?
On going success of the business
It impacts how the airline is perceived
It builds customer loyalty
All of the above
What percentage of verbal and non verbal communications do 'words' play?
7%
50%
90%
!00%
Using correct customer service language how would you rephrase 'are you right'?
What do you want?
You want a drink?
How may I help you?
What?
There are many variables on a customer's needs and expectations, these can include?
Age
Cultural background
Religious beliefs
All of the above
