FAPP_CUS 100: Customer Service (Supreme)
About Course
This course is designed to introduce the elements of onboard customer service. Students will
further develop effective communication and interpersonal skills in dealing with and in providing
service to a variety of customers in different situations. In-flight service topics that are included
in this course:
- In-flight service equipment
- Classes of service on board
- Components and sequence of in-flight service
- Dealing with service irregularities
Students will be required to participate in a mock flight exercise and apply the learned safety and service in-flight procedures.
Course Content
Module I
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05:29
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05:10
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LO2: List the Elements of Customer Service
02:56 -
LO3: Identify the Customer needs of an Airline
02:07 -
LO4: Knowledge Check
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Case Study: Airline Customer Service
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04:18
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07:37
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LO2: Knowledge Check
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Case Study: Effective Communication Skills
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Assignment: Effective Communication Skills
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04:37
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04:46
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LO2: Paraphrase the Service Recovery Process
01:30 -
LO3: Knowledge Check
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Case Study: Service Failure and Recovery
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Topic 4: Passenger Approach and Care
04:57 -
LO1: Enlist different types of Passengers and explain how to handle them
06:08 -
LO2: Summarize how to Deal with Passengers during a Difficult Interaction
01:58 -
LO3: Describe the Services Provided for Disabled Passengers
11:12 -
LO4: Knowledge Check
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Case Study: Passenger Approach and Care
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Topic 5: Classes of Service Onboard
04:17 -
LO1: List and explain types of Classes in the Flight
07:35 -
LO2: Explain about the Amenities provided to Flight users
01:40 -
LO3: Knowledge Check
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Case Study: Classes of Service Onboard
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Assignment: Classes of Service Onboard
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Topic 6: Passenger Care
03:28 -
LO1: Explain the Importance of Passenger Care in the Flight
03:02 -
LO2: Knowledge Check
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Case Study: Passenger Care
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Topic 7: Onboard Service Procedures
04:12 -
LO1: Summarize the Onboard Service Procedures
02:50 -
LO2: Knowledge Check
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Case Study: Onboard Service Procedures
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Assignment: Onboard Service Procedures
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Topic 8: Duty Free
04:35 -
LO1: Enlist the Duties of a Flight Attendant during the Flight
01:57 -
LO2: Knowledge Check
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Case Study: Duty Free
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Topic 9: In-Flight Entertainment
04:23 -
LO1: Explain how to keep the Customer engaged during the Flight
01:53 -
LO2: Knowledge Check
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Case Study: In-flight Entertainment
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Topic 10: Mock Flight
03:58 -
LO1: List the activities after Landing and Passenger Deplaning
02:10 -
LO2: Knowledge Check
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Case Study: Mock Flight
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Module Based Quiz