FAPP_CUS 100: Customer Service (Supreme)

Categories: Self Paced
Wishlist Share
Share Course
Page Link
Share On Social Media

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
  • LO3: Identify the Customer needs of an Airline
  • LO4: Knowledge Check
  • Case Study: Airline Customer Service
  • 04:18
  • 07:37
  • LO2: Knowledge Check
  • Case Study: Effective Communication Skills
  • Assignment: Effective Communication Skills
  • 04:37
  • 04:46
  • LO2: Paraphrase the Service Recovery Process
  • LO3: Knowledge Check
  • Case Study: Service Failure and Recovery
  • Topic 4: Passenger Approach and Care
  • LO1: Enlist different types of Passengers and explain how to handle them
  • LO2: Summarize how to Deal with Passengers during a Difficult Interaction
  • LO3: Describe the Services Provided for Disabled Passengers
  • LO4: Knowledge Check
  • Case Study: Passenger Approach and Care
  • Topic 5: Classes of Service Onboard
  • LO1: List and explain types of Classes in the Flight
  • LO2: Explain about the Amenities provided to Flight users
  • LO3: Knowledge Check
  • Case Study: Classes of Service Onboard
  • Assignment: Classes of Service Onboard
  • Topic 6: Passenger Care
  • LO1: Explain the Importance of Passenger Care in the Flight
  • LO2: Knowledge Check
  • Case Study: Passenger Care
  • Topic 7: Onboard Service Procedures
  • LO1: Summarize the Onboard Service Procedures
  • LO2: Knowledge Check
  • Case Study: Onboard Service Procedures
  • Assignment: Onboard Service Procedures
  • Topic 8: Duty Free
  • LO1: Enlist the Duties of a Flight Attendant during the Flight
  • LO2: Knowledge Check
  • Case Study: Duty Free
  • Topic 9: In-Flight Entertainment
  • LO1: Explain how to keep the Customer engaged during the Flight
  • LO2: Knowledge Check
  • Case Study: In-flight Entertainment
  • Topic 10: Mock Flight
  • LO1: List the activities after Landing and Passenger Deplaning
  • LO2: Knowledge Check
  • Case Study: Mock Flight
  • Module Based Quiz

Module II

Final Exam

Want to receive push notifications for all major on-site activities?