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Course Content
Module I
0/27
Topic 1: Airline Customer Service
05:29
LO1: Explore the Significance of Customer Satisfaction and Loyalty in the Context of Airline Services
05:10
LO2: List the Elements of Customer Service
02:56
LO3: Identify the Customer needs of an Airline
02:07
Topic 2: Effective Communication Skills
04:18
LO1: Explain the importance of Effective Communication in the Flight
07:37
Topic 3: Service Failure and Recovery
04:37
LO1: Demonstrate the Basic Model of Service and list the Causes for Service Failure
04:46
LO2: Paraphrase the Service Recovery Process
01:30
Topic 4: Passenger Approach and Care
04:57
LO1: Enlist different types of Passengers and explain how to handle them
06:08
LO2: Summarize how to Deal with Passengers during a Difficult Interaction
01:58
LO3: Describe the Services Provided for Disabled Passengers
11:12
Topic 5: Classes of Service Onboard
04:17
LO1: List and explain types of Classes in the Flight
07:35
LO2: Explain about the Amenities provided to Flight users
01:40
Topic 6: Passenger Care
03:28
LO1: Explain the Importance of Passenger Care in the Flight
03:02
Topic 7: Onboard Service Procedures
04:12
LO1: Summarize the Onboard Service Procedures
02:50
Topic 8: Duty Free
04:35
LO1: Enlist the Duties of a Flight Attendant during the Flight
01:57
Topic 9: In-Flight Entertainment
04:23
LO1: Explain how to keep the Customer engaged during the Flight
01:53
Topic 10: Mock Flight
03:58
LO1: List the activities after Landing and Passenger Deplaning
02:10
Quiz 1
01:00:00
Module II
0/33
Topic 1: Aircraft Galleys and Service Equipment
03:02
LO1: List various Galley and Service Equipment along with their uses
05:51
Topic 2: Airline Catering Companies
02:39
LO1: Explain about Airline Catering
01:31
LO2: List various Airline Catering Companies
02:32
Topic 3: Airlines Meal Preparation
03:00
LO1: Paraphrase the process of Airline Meal Preparation
01:43
Topic 4: Meal Service
03:27
LO1: Demonstrate the Meal Service Trays used in Flights
01:57
LO2: Describe about the Economy Class Meal Service
02:24
LO3: Describe how Meal Service is provided in Business and First Class
03:49
Topic 5: Menu (Business and First Class)
03:17
LO1: List the Menu Items in the Business and First Class Flights
02:02
LO2: Enlist the items served in Breakfast, Lunch, and Dinner
02:05
Quiz 2
01:00:00
Topic 6: Special Meals (Medical and Dietary Meals)
03:55
LO1: Explain about Special Meals served on the Flights
01:20
LO2: Enlist various Medical and Dietary Meals and their need for serving
08:50
Topic 7: Airline Food Safety
03:43
LO1: Describe the Necessity of Food Safety in Flights
02:47
LO2: Paraphrase the methods implemented towards Airline Food Safety
03:30
Topic 8: Beverage Service
03:05
LO1: Summarize the process of Beverage Services in Flights
04:53
LO2: Distinguish between the Beverage Carts in Economy and Business Class
01:47
Topic 9: Onboard Service Etiquette
03:14
LO1: Summarize the guidelines for Onboard Service Etiquette
02:17
LO2: Describe the process of Serving Coffee and Tea on flights
01:19
LO3: List the guidelines for Collecting Empty Glasses and Wrappers
02:54
Topic 10: Mock Flight Meals
02:50
LO1: Summarize the Mock Flight Meals
03:31
LO2: Describe the Mock Cabin and Catering clean up process in Flight
03:18
Topic 11: Signature Cocktail
02:47
LO1: Explain how Eton Airways’ Signature Cocktail prepare
02:15
Final Exam
0/2
Course End Feedback
00:00
Final Exam: Customer Service
02:00:00
FAPP_CUS 100: Customer Service (P)
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