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Course Content
Module I
0/50
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
02:57
LO3: Identify the Customer needs of an Airline
02:08
LO4: Knowledge Check
15:00
Case Study: Airline Customer Service
15:00
Topic 2: Effective Communication Skills
04:18
LO1: Explain the importance of Effective Communication in the Flight
07:38
LO2: Knowledge Check
15:00
Case Study: Effective Communication Skills
15:00
Assignment: Effective Communication Skills
Topic 3: Service Failure and Recovery
04:37
LO1: Demonstrate the Basic Model of Service and list the Causes for Service Failure
04:45
LO2: Paraphrase the Service Recovery Process
01:30
LO3: Knowledge Check
15:00
Case Study: Service Failure and Recovery
15:00
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
LO4: Knowledge Check
15:00
Case Study: Passenger Approach and Care
15:00
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
LO3: Knowledge Check
15:00
Case Study: Classes of Service Onboard
15:00
Assignment: Classes of Service Onboard
Topic 6: Passenger Care
03:29
LO1: Explain the Importance of Passenger Care in the Flight
03:02
LO2: Knowledge Check
15:00
Case Study: Passenger Care
15:00
Topic 7: Onboard Service Procedures
04:12
LO1: Summarize the Onboard Service Procedures
02:50
LO2: Knowledge Check
15:00
Case Study: Onboard Service Procedures
15:00
Assignment: Onboard Service Procedures
Topic 8: Duty Free
04:35
LO1: Enlist the Duties of a Flight Attendant during the Flight
01:57
LO2: Knowledge Check
15:00
Case Study: Duty Free
15:00
Topic 9: In-Flight Entertainment
04:23
LO1: Explain how to keep the Customer engaged during the Flight
01:53
LO2: Knowledge Check
15:00
Case Study: In-flight Entertainment
15:00
Topic 10: Mock Flight
03:58
LO1: List the activities after Landing and Passenger Deplaning
02:10
LO2: Knowledge Check
15:00
Case Study: Mock Flight
15:00
Module Based Quiz
01:00:00
Module II
0/58
Topic 1: Aircraft Galleys and Service Equipment
03:02
LO1: List various Galley and Service Equipment along with their uses
05:51
LO2: Knowledge Check
15:00
Case Study: Aircraft Galleys & Service Equipment
15:00
Assignment: Aircraft Galleys and Service Equipment
Topic 2: Airline Catering Companies
02:38
LO1: Explain about Airline Catering
01:31
LO2: List various Airline Catering Companies
02:31
LO3: Knowledge Check
15:00
Case Study: Airline Category Companies
15:00
Topic 3: Airlines Meal Preparation
03:00
LO1: Paraphrase the process of Airline Meal Preparation
01:42
LO2: Knowledge Check
15:00
Case Study: Airline Meal Preparation
15:00
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
LO4: Knowledge Check
15:00
Case Study: Meal Service
15:00
Assignment: Meal Service
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
02:04
LO3: Knowledge Check
15:00
Case Study: Menu (Business and First Class)
15:00
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
LO3: Knowledge Check
15:00
Case Study: Special Meal (Medical and Dietary Meals)
15:00
Topic 7: Airline Food Safety
03:43
LO1: Describe the Necessity of Food Safety in Flights
02:48
LO2: Paraphrase the methods implemented towards Airline Food Safety
03:30
LO3: Knowledge Check
15:00
Case Study: Airline Food Safety
15:00
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
LO3: Knowledge Check
15:00
Case Study: Beverage Service
15:00
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
02:55
LO4: Knowledge Check
15:00
Case Study: Onboard Service Etiquette
15:00
Assignment: Onboard Service Etiquette
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
LO3: Knowledge Check
15:00
Case Study: Mock Flight Meals
15:00
Topic 11: Signature Cocktail
02:47
LO1: Explain how Eton Airways’ Signature Cocktail prepare
02:15
LO2: Knowledge Check
15:00
Case Study: Signature Cocktails
15:00
Module Based Quiz
01:00:00
Final Exam
0/2
Course End Feedback
00:00
Final Exam: Customer Service
45:00
FAPP_CUS 100: Customer Service
Join the conversation
Princess Kunda 2 years ago
- Smiling and making eye contact can create a welcoming atmosphere - Using open and approachable body language can encourage passengers to ask questions or share concerns
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Princess Kunda 2 years ago
Active listening ensures passengers feel heard and understood, leading to positive relations and trust.
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