FAPP_CUS 100: Customer Service (Supreme)

Categories: Self Paced
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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.

What Will You Learn?

  • Explain the principles of exceptional customer service
  • Identify the procedures associated with serving customers with special needs
  • Describe effective techniques for dealing with customer complaints
  • Describe different classes and components of inflight service
  • List and explain the crew onboard service procedures
  • Identify onboard service equipment
  • Describe and demonstrate the onboard service sequence

Course Content

Module I

  • 05:29
  • 05:10
  • LO2: List the Elements of Customer Service
    02:56
  • LO3: Identify the Customer needs of an Airline
    02:07
  • LO4: Solve the quiz for Airline Customer Service
  • Case Study: Airline Customer Service
  • 04:18
  • 07:37
  • LO2: Solve the quiz for Effective Communication Skills
  • Case Study: Effective Communication Skills
  • 04:37
  • 04:45
  • LO2: Paraphrase the Service Recovery Process
    01:30
  • LO3: Solve the quiz for Service Failure and Recovery
  • Case Study: Service Failure and Recovery
  • 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: Solve the quiz for Passenger Approach and Care
  • Case Study: Passenger Approach and Care
  • 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: Solve the quiz for Classes of Service Onboard
  • Case Study: Classes of Service Onboard
  • Topic 6: Passenger Care
    03:28
  • LO1: Explain the Importance of Passenger Care in the Flight
    03:02
  • LO2: Solve the quiz for Passenger Care
  • Case Study: Passenger Care
  • Topic 7: Onboard Service Procedures
    04:12
  • LO1: Summarize the Onboard Service Procedures
    02:50
  • LO2: Solve the quiz for Onboard Service Procedures
  • Case Study: Onboard Service Procedures
  • Topic 8: Duty Free
    04:35
  • LO1: Enlist the Duties of a Flight Attendant during the Flight
    01:57
  • LO2: Solve the quiz for Duty Free
  • Case Study: Duty Free
  • Topic 9: In-Flight Entertainment
    04:23
  • LO1: Explain how to keep the Customer engaged during the Flight
    01:53
  • LO2: Solve the quiz for In-Flight Entertainment
  • Case Study: In-Flight Entertainment
  • Topic 10: Mock Flight
    03:57
  • LO1: List the activities after Landing and Passenger Deplaning
    02:10
  • LO2: Solve the quiz for Mock Flight
  • Case Study: Mock Flight
  • Assignment

Module II

Final Exam

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