1. 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.

2. 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.

3. 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.

4. 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
Brussels airline

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

6. 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.

7. 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.

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

9. 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.

10. 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.

11. 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…

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

13. 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.

14. Unit 4: EVIDENCE TO GATHER
aer lingus video
london city airport
jax airport