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WorksheetsOperator Knowledge
Total questions: 15
Worksheet time: 5mins
What are the things you should do when attending to a customer’s call?
Begin the conversation with closing’s script
Pick up the phone within 4 rings
Answer the call and inquiries promptly and professionally
Ignore and hang up
What are the current parking rates at KLIA and klia2?
RM10 per entry for KLIA and RM12 per entry for klia2
RM4 per hour for both KLIA and klia2 (for the first three hours)
RM3 per hour for KLIA and RM4 per hour for klia2
RM4 per hour for both KLIA and klia2
What is the standard rate for ERL from KL Sentral to KLIA?
RM65
RM45
RM55
RM40
There are shower facilities at these locations at klia2, except:
Level 2 and level 3 of Main Terminal Building
Level 2 of Satellite Building
Level 3 of Sama-Sama Express klia2
Level 3 of Gateway
KLIA and klia2 do provide free Wifi services for 24 hours. True or false?
True
False
Please complete the opening script below:
Good Morning / Afternoon / Evening, _________.
This is [name], ________?
(Separate answer with a comma: _____, _____)
(a)
Based on the CEM Handbook, which of the below listed is the standard closing script?
Anything else I can help you with, Sir/Ma’am? Thank you and have a nice day.
Any other problem? If nothing, thank you. Bye.
Is that all Sir/Ma’am? Ok, bye.
Is there anything else that we can help you Sir/Ma’am? Thank you and goodbye.
Below are the correct greetings for the opening a conversation with a called-in customer, except:
Good Morning Midnight to before 1200hrs
Good Afternoon 1200hrs to 1700hrs
Good Evening 1701hrs to 2359hrs
Good Night 1900hrs to 2359hrs
How should we address ourselves when talking to an on-call customer?
Use “I”
Use “We”
By our name
By company’s name
How should we address the customers when on-call with them?
By their name
Use “Sir/Ma’am”
By their nickname
Use “you” only
Should we ask for the called-in customer’s name?
Always
On some occasions
Not really
Irrelevant
What should we do if customers called in and asked for help to change their flights?
Help them to change the flights on the OIS
Advise them to contact the respective airline
Advise them to manually change the flights on the respective airline’s mobile application
Advise them to edit their boarding pass
If a customer called in and enquired about airport’s facilities, we should:
Advise them to Google
Advise them to visit KLIA’s website
Ask them to take a guess
Reconfirm their enquiries and provide correct information
What is the best course of action if a person called in and claimed a possible bomb’s threat at the airport?
Refer to senior colleagues for help
Refer to CE for further action
Refer and execute the Airport Emergency Plan (AEP)
Ignore and hang up
A customer called in ask reported on a broken facility. What should we do?
Meet the customer at the scene to repair the facility
Ask other CEM’s colleagues to inspect the said facility
Notify AOCC of the broken facility for further action
Inform CE for further action
