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: Solve the quiz for Airline Customer Service
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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: Solve the quiz for Effective Communication Skills
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Case Study: 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: Solve the quiz for Service Failure and Recovery
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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: Solve the quiz for Passenger Approach and Care
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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: Solve the quiz for Classes of Service Onboard
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Case Study: 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: Solve the quiz for Passenger Care
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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: Solve the quiz for Onboard Service Procedures
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Case Study: 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: Solve the quiz for Duty Free
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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: Solve the quiz for In-Flight Entertainment
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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: Solve the quiz for Mock Flight
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Case Study: Mock Flight
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Assignment