CABIN SERVICE SERVICE TECHINIQUES LESSON 10 TUTOR : Andrea Stultz
LEARNING OUTCOMES Understand how to establish a rapport with passengers on board the aircraft Explain the importance of creating a positive image of the organisation to passengers Explain how to meet and greet the passengers in a professional manner Explain the importance of first impressions Describe how body language can influence the relationships with passengers
ONBOARD RAPPORT WITH PASEENGERS ONE OF THE MOST IMPORTANT SKILLS A FLIGHT ATTENDANT SHOULD HAVE IS SAYING THE RIGHT WORDS WITH THE PROPER MANNERISMS. WHAT AND HOW SOMETHING IS SAID BY THE FLIGHT ATTENDANT WILL MAKE THE DIFFERENCE IN ANY SITUATION. IT WILL DETERMINE WHETHER A PASSENGER BECOMES AGGRESSIVE AND RESENTFUL, ESPECIALLY DURING HIGH STRESS MOMENTS. HERE ARE SOMETHINGS THAT MAYBE SAID:- CASE: STORING BAGS LET ME HELP YOU, COULD YOU PUT IT HERE, LET S TRY PUTTING IT THIS WAY INSTEAD OF YOU CAN T DO THAT OR IT S FAR TOO BIG, WE CAN T ACCEPT IT.
ONBOARD RAPPORT WITH PASSENGERS { CONT} PRE-TAKEOFF SAFETY INSTRUCTIONS IS THE KEY ANNOUNCEMENT OF THE WHOLE FLIGHT AND AIRLINES PUT A LOT OF EFFORT INTO HOLDING PASSENGERS ATTENTION THROUGHOUT THE LIST OF SAFETY GUIDELINES. THIS IS DONE VIA A VIDEO PRESENTATION, PA ANNOUNCEMENT WITH FLIGHT ATTENDANTS DEMONSTRATING EXITS, FLOOR LEVEL LIGHTING, LIFE VESTS AND MASKS.
CREATING A POSITIVE IMAGE FOR YOUR AIRLINE As a member of an air cabin crew, you should: ƒbe tactful but assertive ƒƒbe calm under pressure and in emergencies ƒbe confident, friendly and good with people ƒbe sensitive and reassuring towards people who are anxious or upset ƒbe able to work quickly and efficiently
ALWAYS CHECK YOUR ATTITUDE! ATTITUDE IS EVERYTHING WHEN WORKING WITH AN AIRLINE
Special Assistance: COMFORT IS SOMETIMES SIMPLY KNOWING THAT PERSONAL NEEDS WILL BE GIVEN SPECIAL ATTENTION. MAKE PASSENGERS FEEL AT HOME, AIRLINES SHOULD EXTEND SPECIAL HELP TO MATURE AND DISABLED PASSENGERS. LET THEM KNOW IN ADVANCE THAT THE AIRLINE IS HAPPY TO PROVIDE HELP WITH BOARDING, DISEMBARKING OR ANY OTHER NEEDS A PASSENGER MAY HAVE.
CUSTOMER HANDLING SKILLS MEETING AND GREETING IN A PROFESSIONAL MANNER FORMS OF ADDRESS IT IS VERY IMPORTANT TO ADDRESS PASSENGERS CORRECTLY AT ALL TIMES FORMAL TERMS OF ADDRESS, SUCH AS SIR OR MADAM. SHOULD BE USED AT ALL TIMES WHEN ADDRESSING PASSENGERS. WHEN SERVING REFRESHMENTS ETC. ADDRESS THIS WAY:- WOULD YOU LIKE SOME COFFEE SIR? FLIGHT ATTENDANTS WHO WORK IN FIRST OR BUSINESS CLASS WILL MEET VIPS SUCH AS MEMBERS OF ROYAL FAMILIES, CELEBRITIES OR POLITICIANS. SPECIAL TRAINING AND BRIEFINGS ON HOW TO ADDRESS PARTICULAR VIP S WILL BE CARRIED OUT BY THE PARTICULAR AIRLINE.
GREETINGS AND FAREWELLS WITH PASSENGERS MUST ALWAYS BE WARM AND SINCERE. LAST IMPRESSIONS ARE JUST AS IMPORTANT CORRECTNESS OF SPEECH IN BOTH TONE AND QUALITY ARE IMPORTANT ABILITY TO REMEMBER PEOPLE/PLACES/EVENTS
DO NOT DEMONSTRATE ANY DISCRIMINATION TO CUSTOMERS AT ANY TIME FOR EG. AGE, RACE, RELIGION, DISABILITY, AND CULTURE.
BODY LANUAGE SPEAKS THE IMPORTANCE OF GOOD POSTURE AND NOT INVADING PASSENGERS PERSONAL SPACE, I.E. NOT SITTING ON ARMRESTS DURING CONVERSATIONS WITH PASSENGERS, NO LOUNGING OR LEANING OVER THE BACK OF SEATS ENGAGE AND TALK TO AS MANY CUSTOMERS AS POSSIBLE AND EXERCISE GOOD LISTENING HABITS
REFERENCES Safety and Service: Cabin Crew Training Priorities Halldale. 2014. Safety and Service: Cabin Crew Training Priorities Halldale. [ONLINE] Available at: http://halldale.com/insidesnt/safety-andservice-cabin-crew-training-priorities#.vgu6bfnf-2o. [Accessed 17 November 2014]. An Introduction to Careers in Flight Attending 2014. [ONLINE] Available at: http://www.itc.co.nz/files/flt-att-bk.pdf. [Accessed 17 November 2014].