Lesson Objectives To discuss different types of Customer services To Identify good and bad customer service skills To describe the skills required by crew that aide with customer service. Compare and contrast the affects that customer service skills has on the industry To be able to listen, observe and evaluate video material Assignment Workshop.

Unit 4: EVIDENCE TO GATHER 2.1 Identify the purpose of customer service. 2.2 Describe the range of inter-personal skills required for effective customer service. 2.3 Explain how customer service affects the success of an airline. https://youtu.be/u7LgPvTYbw8

ACTIVITY 1 It is important that an airline ensures that their staff offer good customer service to its customers. In your pairs/groups identify as many reasons why this is important.

PURPOSE To promote a positive image of the airline. To create an enjoyable experience for pax. To ensure that customer needs are met. To ensure pax return to the airline. To gain competitive advantage over other airlines. To ensure pax pass on positive feedback. To create a lasting positive impression https://youtu.be/2GBIbQPrpxQ Brussels airline

Unit 4: EVIDENCE TO GATHER 2.2 Describe the range of inter-personal skills required for effective customer service.

https://youtu.be/8jLmM1ZrE6k SKILLS REQUIRED Not just anyone can be an effective crew member. Crew will need a number of skills and attributes if they are to offer effective customer service. In your pairs/groups come up with a list of as many skills as you can. https://youtu.be/8jLmM1ZrE6k

SKILLS Good oral communication. Good written communication. Effective non-verbal communication. Effective listening. Effective questioning. Ability to make split-second decisions. Ability to solve problems. Effective information gathering skills. Able to work in a team. Willingness to development oneself. Able to accept feedback.

Unit 4: EVIDENCE TO GATHER 2.3 Explain how customer service affects the success of an airline.

AFFECTS If customer service is not perceived to be excellent by an airline customers, there can be a number of unfortunate effects. In your pairs/groups identify what could happen to an airline if it gets a reputation for offering poor customer service.

AFFECTS Lose customers to competitors. Bad publicity on websites and in the media. Poor word-of-mouth feedback. Complaints = compensation to pax. Arguments/issues onboard. Demoralised staff = high staff turnover. Less likely to forge alliances with other airlines. Less pax = lower sales = less profits = less investment = decline = bankruptcy.

ACTIVITY 2 Watch the video about the effect of one passengers’ experience flying with United Airlines in the USA. Prepare to discuss what you see afterwards… http://www.tutor2u.net/blog/index.php/business-studies/comments/the-costs-of-poor-customer-service-united-airlines-and-the-guitar-hero

TASKS 2.1-2.3 Assessment for these tasks will be in the form of a word document. You now have sufficient information in order to complete task…

Unit 4: EVIDENCE TO GATHER DID WE MEET THEM? 2.1 Identify the purpose of customer service. 2.2 Describe the range of inter-personal skills required for effective customer service. 2.3 Explain how customer service affects the success of an airline.

Unit 4: EVIDENCE TO GATHER https://youtu.be/pj6htfW-U_I aer lingus video https://youtu.be/3d8lHKBib7U london city airport https://youtu.be/i8e_NCR4V8w jax airport