Unit 8

• Cabin crew are primarily employed for their role in ensuring the safety and comfort of passengers

  
• The service offered by cabin crew is one of the most important factors in keeping passengers flying again with the same airline
• Providing meals and beverages to passengers on board the aircraft is not considered effective customer service
• Passengers are more willing to pay for meals and beverages on board or bring their own snacks on short flights
• Cabin crew's attitude and behavior are crucial in passengers choosing an airline
• By winning passengers over, a cabin crew member can maintain an orderly cabin and create a memorable experience for themselves and passengers
• Cabin crew need to demonstrate knowledge, skills, and attitude to provide excellent customer service
• Cabin crew should be knowledgeable about the operation of the aircraft, safety, security, medical procedures, and airline and airport information
• Portable devices like tablets are now used by cabin crew to replace paperwork, providing better-tailored service for passengers
• When dealing with customer complaints, cabin crew learn not to take them personally to solve problems effectively
• Cabin crew sometimes need to act outside company guidelines to solve a problem and provide excellent customer service
• Attitude is a crucial part of customer service for cabin crew, impacting their willingness to help passengers
• Desirable attitudes for cabin crew include being positive, cheerful, helpful, caring, empathetic, calm, relaxed, warm, friendly, and imaginative
• Undesirable attitudes for cabin crew include being cold, closed, miserable, couldn't care less, stressed, negative, and just doing the job
• Listening, communication, empathy, and body language are essential interpersonal skills that distinguish a good cabin crew from a mediocre one
• Cabin crew must listen actively, communicate clearly, show empathy, and manage body language effectively to provide excellent customer service
• English Phrases for Cabin Crew:

  • Making Polite Requests and Recommendations
  • Address passengers as Sir/Madam
  • Request boarding pass/seat number politely
  • Ask passengers to stow carry-on items
  • Instruct passengers on safety measures like using child seat belts

  
• English Phrases for Cabin Crew:

  • Showing/Explaining how something works
  • Provide step-by-step instructions
  • Seek confirmation from passengers
  • Example: explaining the use of a handset to play games

  
• Script for Flight Attendants:

  • Includes phrases for dealing with passenger needs, offering beverages and food, and handling money transactions during duty-free sales or retail on board

  
• Phrases for Flight Attendants:

  • Grouped into 8 categories: Offering to help, Apologizing, First Aid care on board, Medical problems on board, Food and drinks, Customs and immigration, Safety and security, and General

  
• Key learning points of a training course for cabin crew include providing excellent customer service, knowledge, skills, and attitude

  
• Cabin crew's attitude and behavior are crucial in keeping passengers choosing an airline, especially in the era where passengers are more willing to pay for onboard services
• To provide excellent customer service, cabin crew need to demonstrate knowledge, skills, and attitude in everything they do
• Cabin crew must have knowledge about the operation of the aircraft, safety procedures, airline regulations, and customer service skills
• Cabin crew now use portable devices like tablets to replace paperwork, improving efficiency and customer service
• Dealing with customer complaints can be emotionally draining for cabin crew if every problem is taken personally
• Cabin crew sometimes need to act outside of company guidelines to solve a problem and provide excellent customer service
• Attitude is a crucial part of customer service for cabin crew, impacting their willingness to help passengers
• Desirable cabin crew attitudes include being positive, cheerful, helpful, caring, empathetic, calm, warm, friendly, and willing to do more than expected
• Skills that distinguish a good cabin crew member include listening, communication, empathy, and body language
• Cabin crew must be able to adapt their communication style to suit the needs of different passengers, such as speaking slower and louder for elderly customers
• Empathy is essential for cabin crew to understand and solve customer problems effectively
• Body language is crucial in customer service, as it conveys a significant part of the message communicated to passengers
• The importance of having a positive attitude when interacting with customers is discussed in the "Attitude" page of a training manual for flight attendants

  
• Skills that distinguish a good cabin crew from a mediocre one include listening, communication, empathy, and body language

  
• Cabin crew should adapt their behavior to suit each individual passenger, treating them as individuals and interacting with them on their terms
• Cabin crew should always aim to use positive language when dealing with customers, offering alternatives when unable to provide what the customer wants
• Unscripted extras in service are remembered more than standard service, but cabin crew should never over-promise and under-deliver
• In emergency situations, cabin crew should follow the standard response of Check-Call-Care for medical problems on board
• During emergencies, cabin crew should give clear instructions, express obligations, and reassure passengers to maintain calmness