Cabin Crew Practices On-board PDF

Cabin Crew Practices On-board Passenger Boarding 1) Check the boarding pass of passengers and direct them to their seats 2) Assist passengers with luggage 3) Answer questions of passengers 4) Offer newspaper and magazines 5) Conduct briefings for special needs passengers 6) Conduc...

Cabin Crew Practices On-board Passenger Boarding 1) Check the boarding pass of passengers and direct them to their seats 2) Assist passengers with luggage 3) Answer questions of passengers 4) Offer newspaper and magazines 5) Conduct briefings for special needs passengers 6) Conduct briefings for passengers seated in emergency exit rows 7) Conduct passenger safety briefing once passenger is boarded  Cabin Crew Duties before take-off Economy Once every passenger has boarded, Crew will make sure all luggage is properly stowed and compartments securely closed. She/he will also have to make sure all the bins and cabin compartments are secured. Once that it is done, the crew will participate in conducting the passenger briefing. Check passenger safety compliance like making sure seatbelts are fastened, no one inside the lavatory and galley secured. They will proceed to their assigned jump seat and get ready for take-off.  Cabin Crew Duties Inflight 1) After take-off, Crew will continue to make sure that all safety and security procedures are adhered by everyone throughout the flight. 2) When the aircraft reaches an appropriate cruising altitude, she can then begin to offer service. 3) Cabin crew will continue to provide beverages, answer call button request. 4) Distribute headsets, give aways, special meals and assist passenger 5) Galley steward/ crew are simultaneously preparing meal service  Cabin Crew Duties Inflight 6) In addition, on short flights Cabin Crew will be serving snacks, provide beverages and answer passenger call 7) On long haul flights, the Crew may be involved in serving multiple meals that could each take 2 hours or more to complete. 8) In addition, on International flights, the Crew will also assist in providing in-flight entertainment (recline pax seats), snack services and Duty Free service. 9) Cabin crew will also distribute landing cards and Customs Declaration to passengers bound for International flights. (depends if done on ground already) 10) Cabin crew will have to do PASS AROUND service and a walk through every 20/30 mins. to conduct safety check on passengers  Cabin Crew Duties Inflight 11) Cabin crew on cabin watch will have to be always on standby to take care of any passenger medical needs. 12) Cabin crew will take turn on partaking their crew meal and crew rest. 13) Before landing, Senior crew F/P will complete necessary paper works and documents needed upon landing (ground endorsement and Customs and Immigration) 14) Continue with Cabin Safety check before landing, make sure all equipment are stowed and galleys secured, passengers are seated with their seatbelts fastened, and overhead luggage compartments securely closed. Then all Cabin Crew will have to be seated and fastened also and gets ready for landing. 15) During passenger disembarkation, Crew will be on standby by their respective station or doors to ensure all pax deplane in orderly manner. After, check for leaf behind items and tidy up the cabin. Economy Cabin Presentation Economy Amenities Presentation Economy Cabin Preparation Economy Cabin Ambience MIDTERM LESSONS Why is customer service a key in any Company? The Science of Loyalty 1. Retain your customers  Good customer service always helps retain your customers. It is what keeps your customers coming back for more purchases. Retaining customers increases your revenue and it’s also much cheaper to keep a customer than to try to gain a new one. You can retain your customers by offering personalized experiences, convenience, and attentive customer service.  When it comes to the importance of customer service, customer retention is one of the biggest factors to keep in mind. This is illustrated by the fact that 89% of customers are more likely to complete an additional purchase following a good customer service experience. Thus, when you give your customers great experiences, they’ll continue to come back for more. 2. Encourage customer LOYALTY  Customer loyalty is a customer’s commitment to your business or to your brand. A loyal customer will always select your business over another brand and this helps to eliminate your competition. Without a doubt, loyal customers are a very valuable asset for a business to have. Repeat customers almost always purchase more and more often. You can encourage customer loyalty by offering your customers rewards programs, good discounts, and excellent customer service. 3. Build a strong culture and reputation  A strong culture and reputation goes a long way for any brand. The culture is the psychology, attitudes, and beliefs that influence a brand experience. The story of your company and how your team members engage with it is what develops culture and reputation.  In order to first develop your culture, you first need to define your brand culture. You need to define what values you want your employees to embrace. Take time to think about it and write it down. Keep in mind that your customers need to be able to differentiate you from your competitors when it comes to values.  Next, you need to flaunt it, and that starts with top management. Visual branding is also important. Make sure your brand's logo reflects your culture. Also, use your company’s social media pages to display your brand and demonstrate good customer service. Encourage employees to share positive customer experiences and have your employees actively engaged with your brand's culture. Doing all of this will help build a strong culture and reputation. The end result will be growth for your brand. Referrals are a powerful way to have your customers do your marketing for you. 4. Get referrals  Where do you go when you have a problem? You turn to your network of family and friends. Whether you're looking for a new car, a doctor, or a realtor, you reach out to the people that you trust. The importance of referrals is undeniable.  Referrals are a powerful way to get your customers to do the marketing for you and, with great customer service, you increase the chances that current customers will refer you to their social circle.  At the same time, remember that referrals can work in a negative way as well. For instance, if you provide inadequate customer service, your customers may share their experiences with friends and colleagues. Bad referrals can be the building blocks of a negative reputation, and can ultimately drive away future customers in the long run. 5. Boost sales  Implement an effective customer service approach in order to boost sales at your company. You can accomplish this by quickly handling any issues that arise and ensuring that your customers are treated in a special way. Let them know that they are appreciated. You might even offer discounts, free samples, and promotions.  By providing consistently great customer service, you incentivize repeat business and draw new customers in. Over time, this can help your organization expand its reach and increase sales. 6. Upsell products  Upselling is when you offer the customer a high priced option or an add-on to the product they are buying. For example, you can add a warranty to a product ,or you can introduce a newer, larger screen to TV that a customer is already looking at.  When you focus on delivering great customer service, it becomes easier to upsell your customers and increase your bottom line. This is because customer service builds trust between a company and consumer. If a customer feels that they have been treated well by your organization in the past, they’ll likely be more inclined to increase their spending with you and explore additional services you may offer. 7. Improve employee happiness  While you may think that providing great customer service only makes the customer happy, it’s important to note that a good customer service system can boost employee happiness as well. This is because happier customers tend to lead to happier employees. Positive professional relationships facilitate happiness for both parties, whereas upset or confused customers can lead to employee stress and burnout. 8. Remain competitive in the marketplace  Good customer service can be a valuable selling point for your business. After all, if two companies offer a similar product but one provides much better customer service than the other, which company do you think more consumers will choose?  Every customer wants to be supported and treated with respect. When you employ effective customer service strategies, you can gain a competitive advantage over other businesses by building lasting relationships with customers.  TIPS FOR PROVIDING GOOD CUSTOMER SERVICE Good customer service is essential in order to stay in business. Be sure to train your employees to provide good customer service. Train them to be good listeners and problem solvers. To help you do this, here are a few tips for providing good customer service. Be proactive In order to provide proactive customer service, you should anticipate customer problems and address them before they become an issue. This may mean setting up an easy-to-use customer support center on your website, writing out detailed FAQ pages, or tweaking the customer journey to streamline the customer experience. In any case, being proactive is better than being reactive. When you have to react to customer problems, it can often be difficult to find a quick solution that’s satisfying for both you and the customer. Avoid this dilemma entirely by being proactive with your customer service. Get feedback Getting feedback is an effective way for learning your weaknesses and strengths. It sets the groundwork for improvement. A good way to get feedback is to provide opportunities for both your employees and your customers to rate the customer service experience. In order to solicit feedback, you may send out customer surveys or set up focus groups to find areas for improvement. However you get feedback, try to keep it anonymous. People are always more honest when they can be anonymous with their responses. Once you get all of the feedback, you can implement changes where needed. Provide training Always provide training for your employees. Training should always be ongoing, as one can never stop learning. Keep your employees informed about new products and ways to use them. They will transfer that knowledge to your customers. Also, it will help you employees feel more confident on the job and create a positive customer service experience for everyone involved in the process. In order to keep your employees trained, devise a training schedule and stick to it. A training schedule may include anything from customer service workshops to lectures about how to use new technologies. Just remember that well-trained employees are going to be better equipped to provide customers with excellent service.  FREQUENT FLYER DEFINITION FREQUENT FLYER- Flyer programs are marketing strategies of airlines to entice LOYALTY amongst their passengers. Airlines will give financial incentives to customers in exchange for their continuing patronage. Earning mile points for a specified number of times of flying with their airline, will be given rewards.  BENEFITS OF FFP (FREQUENT FLYER PROGRAM 1) Free flights to the airlines routes depending on the mile points accrued. ▪ Domestic routes ▪ Regional flights ▪ Long haul flights 2) Some airlines offers discounts to their partner companies 3) Access to First/Business class lounge 4) Extra check-in luggage limit/ allowance 5) Priority check-in, priority boarding and many more benefits. ACRONYMS to remember for effective communication skills: REACH – Pay attention to BODY language  R- reaching or leaning forward: shows your readiness to listen  E- eye contact increased: interested  A- arms and legs uncrossed: open, sincere, conciliatory  C- chin or forehead touched: evaluation  H- head cocked: interested in what is being said ACRONYMS to remember for effective communication skills: FRANTIC- Body language indicates resistance  F- Facing elsewhere: turned off by you, rejection  R- Reduced eye contact: sideward look  A- Arms crossed: closed, unconvinced  N- Nervous fidgeting: anxious, controlled  T- Touching nose: doubt  I- Involuntary lint picking: disapproval  C- Clutching back of neck: “Pain in the neck” FRANTIC BODY LANGUAGES  Usual Passenger Dialogue During boarding- use VARIED phrases  Welcome onboard (while looking at the boarding pass to know the name and seat number)  Good morning, afternoon, evening great/nice to have onboard Sir/Ma’am  Ms. Mr. name you are seated at 15A turn this way and it’s by the window  You are seated at 15G it’s at the other side and turn right aisle seat  Good day  Lovely outfit, make mention the attire suits his/her  Nice to see you again Mr./Miss  Hi there, let me help you with your baggage  Hello Ma’am/ Sir let me take you to your seat, please follow me (Elderly, PWD, Mother with infant or children, Unaccompanied Minor)  Usual Passenger Dialogue When 80% of Pax have boarded- Check for pax compliance and Exit Row Briefing  Sir/Ma’am please stow/put your bags under the seat or at the overhead bins  Here let me assist you with you luggage/ bags  I will help you with your seatbelt  Care for some newspaper?  Here have some water (when pax asked for water during boarding) EXIT ROW BRIEFING  Ma’am/Sir you are seated by the exit row, In case of an emergency are you willing to assist us during an evacuation? If yes, continue the instructions. If not… I will have to reseat you Ma’am/ Sir  Usual Passenger Dialogue When all pax have boarded  Ma’am/Sir please fasten your seatbelts, fold your tables, open your windows, straighten up your seats, we’re about to take-off! Pax safety compliance check before take-off (All F/A’s will walk along the aisle while focusing on compliance of pax and closing the overhead bins at the same time). Check the lavatories also that it is empty!  F/A’s stays by their crew station (by the doors) upon close doors  Cabin crew are ready with their safety demo by the doors while the F/P is now playing the SAFETY DEMO! (manual/physical live demo in case video demo does not work)  After Safety Demo, all C/A will do safety compliance check with the pax and should seat at their crew station after. F/P will do the 360 walk along the aisle of the entire cabin  C/A can converse with pax seated Infront of you. Bracing position with about to take-off  After take-off, before meal service dialogues C/A will put on their apron/ vest Distribute ECY GIVEAWAYS  Sir/Ma’am here is you overnight kit, kindly pass please Prepare pax for meal service  Sir/Ma’am please straighten up your seats  Kindly open your tables ( while you demonstratively open the table) Serve Children first followed by Special Meals ( FOLLOW the name list from the Galley crew)  Hi, may I open your table and serve your meal  Hi this is your child’s meal or this is for your child (mention the name)  Hello Mr./Miss here is your special meal (mention what specific special meal it is)  What would you like to drink?  I will come back with your drink, Just a moment  Usual meal service dialogues During ECY meal service  Flight attendant: Chicken with pasta or Beef Stew with rice ?  Dan: Sorry?  Flight attendant: Would you like chicken pasta or Beef Stew?  Dan: I’ll have the chicken.  Flight attendant: Anything to drink?  Dan: What kind of soda do you have?  Flight attendant: Coke, Diet Coke, Sprite, Orange, and Dr. Pepper.  Dan: A Diet Coke, no ice, please.  Flight attendant: Here you go.  Dan: Thanks. Airline conversation with passengers- video Passengers Travelling with Infants Why is this Baby crying? a) For Attention? b) Because of Discomfort? c) Hungry? d) In Pain? Passengers Travelling with Infants  Your SMILE is your logo, Your personality is your business card, how you leave others feeling after having an experience with you is your trademark. - Jay Denzel - J - Den - Knowledge and understanding lead to good service making passengers’ travel experience most memorable. Scenarios 1. Boarding- wife enters a/c see husband with mistress (boarded ahead) Doors open, they fought what will the C/A do? 2. Ex business partner- seated together (near/ close proximity)- arguing causing commotion loud voice (on ground) 3. Racist- situation (Muslim) 4. Pregnant pax- inflight situation. What will you do? 5. Ghost story- A female pax has a dead husband on-board (cadaver on board). She was crying and doesn’t want to eat. The ghost pax (male) who happens to be Exit row 6. Blind (obese) pax at exit row 7. Deplaning pax- left behind items 8. Landing- pax inside lavatory 9. Standing pax during landing roll 10. Inflight service no choice, special meals not onboard, IFE, reclined seats STUDENTS SHOULD IN COSTUME!!!  In-flight Entertainment System as a service recovery material  Scenario 1. Boarding- wife enters a/c see husband with mistress (boarded ahead) Doors open, they fought what will the C/A do? 2. Ex business partner- seated together (near/ close proximity)- arguing causing commotion loud voice (on ground) 3. Racist- situation (muslim) 4. Pregnant pax- inflight situation. What will you do? 5. Ghost story- A female pax has a dead husband on-board (cadaver on board). She was crying and doesn’t want to eat. The ghost pax (male) who happens to be 6. Exit row 7. Blind (obese) pax at exit row 8. Deplaning pax- left behind items 9. Landing- pax inside lavatory 10. Standing pax during landing roll 11. Inflight service no choice, special meals not onboard, IFE, reclined seats STUDENTS SHOULD IN COSTUME!!!