CUSTOMER CARE Flashcards
___ SERVICE IS LIKELY TO MEET BUT NOT EXCEED CUSTOMER EXPECTATIONS
TRANSACTIONAL
___ SERVICE IS LIKELY TO EXCEED CUSTOMER EXPECTATIONS AND PROMOTE LOYALTY
TRANSFORMATIONAL
WHAT DOES THE LETTER L IN L.A.S.T. MEAN?
LISTEN-ALLOW CUSTOMERS TO VENT, AS THIS WILL CAUSE THEIR ANGER TO DISSIPATE
- SHOW THE CUSTOMER YOU EMPATHIZE WITH THEIR SITUATION BY NODDING AND MAINTAINING EYE CONTACT
- MAKE COMMENTS SUCH AS “I UNDERSTAND HOW YOU FEEL” OR “I SEE” TO ACKNOWLEDGE THAT YOU ARE INTERESTED AND CONCERNED
- ASK QUESTIONS THAT BEGIN WITH WHO, WHAT, WHEN, HOW, AND WHERE TO CLARIFY THE SITUATION
- REMEMBER THAT THE CUSTOMERS FEELINGS MUST BE DELT WITH BEFORE THE PROBLEM CAN BE ADDRESSED
WHAT DOES THE LETTER A IN L.A.S.T. MEAN?
APOLOGIZE
WHAT DOES THE LETTER S IN L.A.S.T. MEAN?
SOLVE
WHAT DOES THE LETTER T IN L.A.S.T. MEAN?
THANK
CORE VALUES
TEAMWORK INTEGRITY KINDNESS RESPECT ACCOUNTABILITY SAFETY CUSTOMER IS ALWAYS FIRST
INDIVIDUALS WITH A DISABILITY MAY PREBOARD BUT CANNOT BE ____TO DO SO
REQUIRED
WHAT ARE THE COMPONENTS OF THE INDIVIDUAL SAFETY BRIEFING?
WHERE-TELL OR SHOW THEM THE LOCATION OF AND ROUTE TO THE NEAREST APPROPRIATE EXIT
WHEN-TELL THEM THE MOST APPROPRIATE TIME TO BEGIN MOVING TO AN EXIT IN THE EVENT OF AN EMERGENCY IS WHEN THE AISLE IS CLEAR
HOW-ASK THEM THE MOST APPROPRIATE MANNER OF ASSISTING THEM TO THE EXIT SO AS TO AVOID PAIN OR FURTHER INJURY
WHEN ACCEPTING AN UNACCOMPANIED MINOR WHAT MUST THE FLIGHT ATTENDANT ENSURE?
- EACH UM WEARS THE UM POUCH/LANYARD AND WRISTBAND
- THE UM’s TICKET, BOARDING PASS, UM FORM AND INTERNATIONAL DOCUMENTATION, IF APPLICABLE, IN THE POUCH. THE AGENT IS RESPONSIBLE FOR VERIFYING DOCUMENTS FOR INTERNATIONAL TRAVEL
- EACH EMPLOYEE OR CONTRACTOR HANDLING THE UM MUST SIGN THE UM FORM. PRESS FIRMLY SO THE SIGNATURE IS LEGIBLE.
WHERE IS THE STANDARD UM SEATING LOCATION?
LAST ROW OF THE AIRCRAFT
IF THE LAST ROW IS BOOKED WITH PRISONER TRANSPORT, WHERE SHOULD THE UM BE SEATED?
AS FAR FORWARD AS POSSIBLE
THE PREFERRED LOCATION FOR A CRS IS A WINDOW SEAT. WHERE ARE THE PROHIBITED LOCATIONS?
EMERGENCY EXIT ROW
ROWS FWD AND AFT OF EMERGENCY EXIT ROW
FLIGHT ATTENDANTS ARE PROHIBITED FROM ASKING VIPs FOR ____
AUTOGRAPHS
WHAT IS THE SSR CODE FOR A CABIN PET?
PETC
