FAPP_CUS 100: Customer Service (P)

About Course

This course is designed to introduce the elements of onboard customer service. Students will
further, develop effective communication and interpersonal skills in dealing with and providing
service to a variety of customers in different situations. In-flight service topics that are included
in this course:

In-flight service equipment
Classes of service on board
Components and sequence of in-flight service
Dealing with service irregularities

Students will be required to participate in a mock flight exercise and apply the learned safety and service in-flight procedures.

Explain the principles of exceptional customer service
Identify the procedures associated with serving customers with special needs
Describe effective techniques for dealing with customer complaints
Describe different classes and components of inflight service
List and explain the crew onboard service procedures
Identify onboard service equipment
Describe and demonstrate the onboard service sequence

Course Content

Module I

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

Module II

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
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

About Course

What Will You Learn?

Course Content

Module I

Topic 1: Airline Customer Service

LO1: Explore the Significance of Customer Satisfaction and Loyalty in the Context of Airline Services

LO2: List the Elements of Customer Service

LO3: Identify the Customer needs of an Airline

Topic 2: Effective Communication Skills

LO1: Explain the importance of Effective Communication in the Flight

Topic 3: Service Failure and Recovery

LO1: Demonstrate the Basic Model of Service and list the Causes for Service Failure

LO2: Paraphrase the Service Recovery Process

Topic 4: Passenger Approach and Care

LO1: Enlist different types of Passengers and explain how to handle them

LO2: Summarize how to Deal with Passengers during a Difficult Interaction

LO3: Describe the Services Provided for Disabled Passengers

Topic 5: Classes of Service Onboard

LO1: List and explain types of Classes in the Flight

LO2: Explain about the Amenities provided to Flight users

Topic 6: Passenger Care

LO1: Explain the Importance of Passenger Care in the Flight

Topic 7: Onboard Service Procedures

LO1: Summarize the Onboard Service Procedures

Topic 8: Duty Free

LO1: Enlist the Duties of a Flight Attendant during the Flight

Topic 9: In-Flight Entertainment

LO1: Explain how to keep the Customer engaged during the Flight

Topic 10: Mock Flight

LO1: List the activities after Landing and Passenger Deplaning

Quiz 1

Module II

Topic 1: Aircraft Galleys and Service Equipment

LO1: List various Galley and Service Equipment along with their uses

Topic 2: Airline Catering Companies

LO1: Explain about Airline Catering

LO2: List various Airline Catering Companies

Topic 3: Airlines Meal Preparation

LO1: Paraphrase the process of Airline Meal Preparation

Topic 4: Meal Service

LO1: Demonstrate the Meal Service Trays used in Flights

LO2: Describe about the Economy Class Meal Service

LO3: Describe how Meal Service is provided in Business and First Class

Topic 5: Menu (Business and First Class)

LO1: List the Menu Items in the Business and First Class Flights

LO2: Enlist the items served in Breakfast, Lunch, and Dinner

Quiz 2

Topic 6: Special Meals (Medical and Dietary Meals)

LO1: Explain about Special Meals served on the Flights

LO2: Enlist various Medical and Dietary Meals and their need for serving

Topic 7: Airline Food Safety

LO1: Describe the Necessity of Food Safety in Flights

LO2: Paraphrase the methods implemented towards Airline Food Safety

Topic 8: Beverage Service

LO1: Summarize the process of Beverage Services in Flights

LO2: Distinguish between the Beverage Carts in Economy and Business Class

Topic 9: Onboard Service Etiquette

LO1: Summarize the guidelines for Onboard Service Etiquette

LO2: Describe the process of Serving Coffee and Tea on flights

LO3: List the guidelines for Collecting Empty Glasses and Wrappers

Topic 10: Mock Flight Meals

LO1: Summarize the Mock Flight Meals

LO2: Describe the Mock Cabin and Catering clean up process in Flight

Topic 11: Signature Cocktail

LO1: Explain how Eton Airways’ Signature Cocktail prepare

Final Exam

Course End Feedback

Final Exam: Customer Service

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