Service Encounter Foundation Exam
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Which of the following is NOT a phase of service encounter with passengers?

  • Follow-up or problem resolution by crew
  • Taking ownership of the situation
  • Refer the problem to the complex leader (correct)
  • Concluding the interaction

    • What are the uses of the large black melamine tray in YCL? (Select all that apply)

  • As a base for distributing ice cream (correct)
  • As a base for serving WBJ (correct)
  • As a base for serving passengers on an ad-hoc basis (correct)
  • As a base for distributing hot towels (correct)

    • Crew are to update the following details in 'Employee Self Service (ESS) except for changes to their ___________.

  • US visa
  • Marital status
  • Rank (correct)
  • Address

    • Select the best statement that describes 'Brunch'.

    <p>Served on flights departing between 1030 hrs and 1400 hrs with a flight time of at least 4 hours</p> Signup and view all the answers

    The term 'gratinating' refers to ________________.

    <p>browning the surface of food that has been coated with cheese and/or breadcrumbs</p> Signup and view all the answers

    In which of the following situations will amenity kits be distributed to YCL passengers?

    <p>On overnight flights with flight time at least 5 hours</p> Signup and view all the answers

    Passengers can purchase cigarettes through KrisShop mail order service.

    <p>True</p> Signup and view all the answers

    Singapore Airline's logo is a stylised version of a bird in rich gold colour that symbolises ____________.

    <p>SOAR</p> Signup and view all the answers

    The ice tong is used for _____________. (Select all that apply)

    <p>Distributing and collecting towels</p> Signup and view all the answers

    Service the SIA way is defined as _______________.

    <p>meeting and exceeding passengers' needs and expectations resulting in customer satisfaction</p> Signup and view all the answers

    Mrs. Sivarani has requested for a strict Indian vegetarian without onions and garlic. Which of the following will be her SPML request?

    <p>VJML</p> Signup and view all the answers

    In YCL, if a mother wishes to breast-feed her baby in privacy, crew should ________________.

    <p>escort the mother and baby to an unoccupied lavatory</p> Signup and view all the answers

    When in uniform, a wrist watch must be worn.

    <p>True</p> Signup and view all the answers

    Select the statement that best describes the alcoholic product, Gin.

    <p>Flavoured with juniper berries</p> Signup and view all the answers

    Which statement is true with regards to wearing of rings?

    <p>The maximum height setting of rings should be 1 cm</p> Signup and view all the answers

    Mr. Tan's request for GFML was not uplifted. You can offer him sandwiches and muffins as alternatives.

    <p>False</p> Signup and view all the answers

    If a passenger found a piece of chipped porcelain in his main course, this incident should be recorded in the _____________.

    <p>Cabin Defect Log</p> Signup and view all the answers

    Which of the following are SIA Service Attributes? (Select all that apply)

    <p>Professional</p> Signup and view all the answers

    Identify the correct base liquor for the cocktail, Screwdriver.

    <p>Vodka</p> Signup and view all the answers

    Which one of the following could be recommended as an aperitif?

    <p>Campari</p> Signup and view all the answers

    Select the statement that describes the food term, 'Brochette'.

    <p>Food on skewer</p> Signup and view all the answers

    A passenger complains of a migraine and requests for some medication for his headache. Identify the steps when attending to his request. (Select all that apply)

    <p>Inform the passenger about the medicine available and ask him for his choice.</p> Signup and view all the answers

    Veragel-DMS is available for a passenger who is suffering from ________.

    <p>air sickness</p> Signup and view all the answers

    Select the statement that describes the food term, 'Escalope'.

    <p>Thin boneless slice of meat</p> Signup and view all the answers

    When conducting take-off/landing safety checks, we should _________________.

    <p>inform passengers to put away tray tables and return to ensure that the instruction is complied with.</p> Signup and view all the answers

    When a passenger leaves behind an item onboard a flight into SIN, which statement is TRUE?

    <p>True</p> Signup and view all the answers

    Select the best statement that describes 'Lunch'.

    <p>Served on flights departing between 1030 hrs and 1400 hrs with a flight time of at least 4 hours</p> Signup and view all the answers

    Identify the correct base liquor for the cocktail, Alspritzer.

    <p>Vodka</p> Signup and view all the answers

    The Occupied Seat List helps crew to attend to passengers' requests for seat change. Which of the following statement is INCORRECT?

    <p>'$' denotes expensive seats</p> Signup and view all the answers

    Which of the following statements are true regarding SPMLs? (Select all that apply)

    <p>Passengers with DBML requests must be informed at least 30 minutes before being served the meal so that they can take their medication.</p> Signup and view all the answers

    Select the statement that describes the food term, Supreme.

    <p>Breast of chicken</p> Signup and view all the answers

    Which of the following is the appropriate way of referring to a WCHC passenger?

    <p>This is the passenger who uses a wheelchair.</p> Signup and view all the answers

    The _______________ is a document used to record incidents in the aircraft both on ground and during the flight.

    <p>False</p> Signup and view all the answers

    Besides being able to select from a standard menu with three meal choices, Passengers travelling in Premium Economy class may also select from the Premium Economy Book the Cook service.

    <p>True</p> Signup and view all the answers

    Which statement is NOT true with regards to the display of Staff ID when in uniform?

    <p>The Staff ID can be worn on a strap hung around the neck</p> Signup and view all the answers

    The tier indication for Kris Flyer/PPS passengers can be found in the ______________.

    <p>On Board Service List (OSL)</p> Signup and view all the answers

    The correct city name for the 3-letter code, MAA is:

    <p>Chennai</p> Signup and view all the answers

    Passengers travelling in Premium Economy class will be offered Champagne, in addition to a selection of curated wines, throughout the flight.

    <p>True</p> Signup and view all the answers

    Mr. Wang wanted his Bloody Mary to be more spicy. Which one of the following ingredients would you add more to his drink?

    <p>Tabasco Sauce</p> Signup and view all the answers

    SIA was the first airline to fly the A380 and launched the A380 on the Singapore to Sydney vv sector on __________.

    <p>June 2006</p> Signup and view all the answers

    The Cabin Crew Accident Report (CCAR) is deposited into the box marked 'Accident Reports' located in Control Centre at the end of the flight by the ___________.

    <p>Commander</p> Signup and view all the answers

    Which of the following is considered as a dressing that is not emulsified?

    <p>Italian Dressing</p> Signup and view all the answers

    Which of the following alcoholic drinks have vodka as its liquor base? (Select all that apply)

    <p>Alspritzer</p> Signup and view all the answers

    The South West Pacific regions refers to stations such as ________.

    <p>Auckland, Brisbane, Melbourne and Perth</p> Signup and view all the answers

    Which of the following statements is INCORRECT?

    <p>False</p> Signup and view all the answers

    Identify which of the following are moist heat cooking methods.

    <p>Blanching</p> Signup and view all the answers

    Dairy products can be used for the preparation of VJML.

    <p>False</p> Signup and view all the answers

    The 3 pillars of SIA's success are ______________.

    <p>an extensive route network</p> Signup and view all the answers

    The guideline to heat 'Parsley Omelette with Chipolata' is __________.

    <p>25 minutes using Medium heat in steam oven</p> Signup and view all the answers

    This document is required for Inward/Outward clearance of the aircraft. It includes the following information:

    <p>General Declaration</p> Signup and view all the answers

    Select the best statement that describes 'Light Meal'.

    <p>Features a reduced number of courses and may be served as a second meal</p> Signup and view all the answers

    When opening a bottle of red wine, you discover that the cork is slightly mouldy. Which of the following actions would you take?

    <p>Wipe the inside of the bottle at the neck area to ensure that the mould is not 'served' with the wine</p> Signup and view all the answers

    When attending to seat change requests, we should ____________.

    <p>allow a passenger to take another empty seat if it is a single sector flight that is not full and would not cause seat duplication</p> Signup and view all the answers

    What should we do when a passenger informs you that he was missed out during the dinner service and was not served his meal?

    <p>Apologize to the passenger for missing him and ask him for his meal preference</p> Signup and view all the answers

    Percolated coffee should be served within 20 minutes of brewing to prevent the coffee from _________________

    <p>turning sour</p> Signup and view all the answers

    The difference between the YCL continental breakfast and breakfast is that ______________.

    <p>Continental Breakfast does not have a choice of entree</p> Signup and view all the answers

    Which of the following is INCORRECT regarding the handling of travel documents for UM?

    <p>A CHML request is recorded in the 'Special Instructions' column of the acknowledgement form</p> Signup and view all the answers

    The correct city name for the 3-letter code, BNE is:

    <p>Brisbane</p> Signup and view all the answers

    Which of the following items can be offered to a passenger whose KSML has not been uplifted?

    <p>Soft-boiled eggs</p> Signup and view all the answers

    Which of the following are privileges for the Priority Passenger Service Club member? (Select all that apply)

    <p>Twice the normal baggage allowance of the class of travel</p> Signup and view all the answers

    Veragel-DMS is available for a passenger who is suffering from ________.

    <p>air sickness</p> Signup and view all the answers

    Select the best description for the code, LCML.

    <p>Does not contain nuts or nut derivatives</p> Signup and view all the answers

    Passengers travelling on select flights from Singapore to __________ on 09 August 2015 was the first to experience the _____________ class.

    <p>Sydney, Premium Economy</p> Signup and view all the answers

    Which of the following is permitted for SIA stewardesses in uniform?

    <p>Black / brown mascara</p> Signup and view all the answers

    Which of the following is used to record aircraft equipment, cabin, toilet and galley defects?

    <p>Cabin Defect Log</p> Signup and view all the answers

    Which of the following statements apply when managing UM? (Select all that apply)

    <p>If the UM is seated in YCL, he/she should disembark after all the F/JCL passengers</p> Signup and view all the answers

    Crew in uniform _______________.

    <p>False</p> Signup and view all the answers

    Which of the following is NOT a Core Value of SIA?

    <p>Security</p> Signup and view all the answers

    All Meet-and-Assist Services (MAAS) passengers will be catered special meals.

    <p>False</p> Signup and view all the answers

    A hearing impaired passenger who needs a hearing aid is on the flight. What should the crew do when attending to this passenger?

    <p>Tap the passenger lightly on the shoulder to get his/her attention</p> Signup and view all the answers

    When a passenger leaves behind an item onboard a flight into SIN, which statement is TRUE?

    <p>True</p> Signup and view all the answers

    Study Notes

    Service Encounters and Procedures

    • Follow-up or problem resolution by crew is essential for service encounters with passengers.
    • Concluding the interaction is crucial for a smooth service experience.
    • Crew must take ownership to address passenger concerns.

    Meal Service in YCL

    • Large black melamine tray used for ice cream, WBJ service, hot towels, and ad-hoc requests.
    • Amenity kits distributed on overnight flights over 5 hours and certain day flights over 5 hours.
    • SPML requests include special meal requirements based on dietary preferences.

    Alcohol and Beverage Services

    • Brunch features a breakfast entree and dessert, served on specific flights between 1030 hrs and 1400 hrs.
    • Gin is flavored with juniper berries. Vodka is known for its colorlessness and is made from various ingredients including potatoes.
    • A variety of alcoholic drinks utilize vodka, such as Bloody Mary and Alspritzer.

    Food Terminology

    • Gratinating involves browning the surface of food with cheese or breadcrumbs.
    • Escalope is defined as a thin, boneless slice of meat; supreme refers to breast of chicken or fish sides without bones.
    • Brochette consists of food served on skewers, while tournedos is a specific cut of meat.

    Health and Safety Protocols

    • Reporting incidents like discovered chipped porcelain falls under the Cabin Defect Log.
    • In cases of passenger complaints like headaches, proper medication handling procedures must be followed.
    • Bassinet assistance includes advising mothers during turbulence and securing babies appropriately.

    Cabin Crew Guidelines

    • Wrist watches must be worn while in uniform.
    • Staff ID must adhere to guidelines, such as being clipped on the left side and using appropriate holders.
    • Specific hairstyles are approved for crew, reflecting professionalism.

    Regulations and Policies

    • Crew must understand SPML (Special Meal Requests) guidelines to cater to specific dietary needs.
    • SIA is a member of Star Alliance, enhancing international connectivity.
    • Regulations on wearing rings specify they should not be bulky or worn on all fingers.

    General Knowledge

    • Singapore Airlines' logo symbolizes the A380 aircraft.
    • The correct city for the 3-letter code MAA is Chennai.
    • The Singapore Airline Suite is exclusive to the A380 aircraft.

    Service Standards

    • Service quality is measured by exceeding passenger expectations during encounters.
    • Light meals feature fewer courses, served selectively depending on flight timings.
    • The guidelines for heating meals, such as "Parsley Omelette with Chipolata", ensure safe and appropriate serving temperatures.

    Cautions and Incident Handling

    • Responding properly to passenger complaints, including offers of replacements for defective items.
    • Important to maintain professionalism in all service areas, particularly in resolving issues and reporting accidents.
    • Any safety-related incidents must be documented in appropriate reports like the Cabin Crew Accident Report.

    Role of Crew in Customer Satisfaction

    • Core values include teamwork and service recovery, allowing the crew to rectify any inconveniences.
    • Complaints from passengers should be attentively handled, ensuring satisfaction is prioritized throughout the service process.### Passenger Handling and Meal Service
    • Passengers can occupy emergency exit rows for additional legroom.
    • On less full flights, passengers may be allowed to take another empty seat, ensuring no seat duplication occurs.
    • Customer satisfaction is a priority, and all requests should be accommodated whenever possible.
    • Passengers should directly consult ground staff for inquiries.

    Meal Service Procedures

    • For passengers who missed dinner service, offer a drink to calm them while serving others.
    • Assure the passenger that the missed meal was due to them being in the restroom; serve a meal option left in the galley quickly.
    • It is important to apologize and ask for the passenger's meal preference to provide a timely response.

    Coffee Serving Guidelines

    • Percolated coffee must be served within 20 minutes of brewing to retain aroma and chemical integrity.

    Breakfast Offerings

    • Continental Breakfast lacks a choice of entrée compared to the regular breakfast service.

    Travel Document Protocol for Unaccompanied Minors (UM)

    • CIC verifies travel documents during the UM handover, which is then provided to the complex leader.
    • Ground staff hands over the travel documents to the CIC, and CHML requests are recorded on the acknowledgment form.

    Airport Codes and Meal Forfeits

    • The 3-letter code BNE signifies Brisbane.
    • For passengers whose KSML (Kosher Meal) is not available, the suggested options include lobster salad and shrimp cocktail.

    Priority Passenger Service Benefits

    • Members receive double the baggage allowance and lounge access irrespective of travel class, along with discounts on inflight sales.

    Health and Dietary Codes

    • Veragel-DMS is administered for conditions such as diarrhea.
    • LCML means that the meal does not contain nuts or nut derivatives, with seafood as the main component.

    Flight Cabin and Uniform Policies

    • On select flights, the Premium Economy class was first introduced on routes from Singapore to Sydney on 09 August 2015.
    • SIA stewardesses in uniform are restricted from wearing fake eyelashes exceeding 1cm and must adhere to makeup guidelines.

    Safety and Maintenance Logs

    • Aircraft equipment and cabin defects are recorded in the Cabin Defect Log.

    Managing Unaccompanied Minors

    • Regular check-ins on UMs are essential, and they should be served after other passengers during meal service.
    • UMs disembark after First and Business Class passengers and should not be served alcohol.

    Crew Conduct Guidelines

    • Crew in uniform strictly cannot smoke in public areas and must adhere to guidelines regarding mobile phone usage.

    Core Values and Services

    • Security, teamwork, and customer focus are core values of SIA, while "Integrity" is upheld separately.
    • Not all passengers requiring Meet-and-Assist Services (MAAS) receive special meals.

    Special Assistance for Hearing Impaired Passengers

    • When interacting with hearing-impaired passengers, engage them directly with clear speech and by using hand gestures for improved communication.

    Lost Item Protocol

    • For items left behind on flights to SIN, crew should report and manage the item through established protocols, including handover to SATS police or Lost & Found.

    Alcohol Products Definition

    • Rum is a distilled alcoholic beverage made from fermented sugar cane.

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    Foundation Exam 2020 PDF

    Description

    This quiz evaluates your understanding of service encounters with passengers, including problem resolution and the specific uses of equipment like melamine trays. Test your knowledge on essential phases and tools involved in providing excellent service. Ideal for those training in hospitality and customer service.

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