Domestic customer service Flashcards
What are the three sub-sections in the main cabin?
comfort plus
main cabin
basic economy
What is the direction of service flow?
forward to aft
What is the suite of entertainment options called?
delta studio
What is food for purchase called?
flight fuel
What are the 4 pillars of customer experience strategy?
know me
empower me
delight me
welcome me
When does service start in the main cabin?
20 min after takeoff
When do you offer comfort plus a snack basket?
900 miles
What is the announcement the flight leader makes at 10,000 ft?
about your flight
What is the piggy back method?
multiple FAs doing service together
3-5 rows apart
When do you do a coffee blitz?
1400 miles
How often do you monitor the main cabin?
every 15 minutes
What is a HVC and a EHVC?
High valued customer
emerging high valued customer
When do you start the first class service?
15 minute after takeoff
Who oversees the first class service?
the flight leader
Who helps in the first class service?
first class assist
What are the 4 clear liquors?
vodka, gin, rum, tequila
How often do you check on first class?
every 10 minutes
What does FPOC stand for?
first point of contact
What are the 2 components of the EFX system?
PES- passenger entertainment system
PSS- passenger service system
** SHOULD ALWAYS STAY ON **
When do you do a reset system for the IFE?
20 or more seats
How long does it take to reset the IFE?
20-25 minutes
What is the panasonic reference guide?
details on how to reset the IFE system
Where is the panasonic reference guide located?
with the EFM
When would you turn off the satellite TV?
crossing the ocean
What is the LEAP strategy?
Listen
Empathetic
Apologize
Problem Solve
When doo you start the IFE entertainment?
five minutes prior to door closing
