Customer Service
What is Good customer service?
When you provide an experience that meets customer expectations.
What are some specific needs? Name 3
Mobility Needs
Dietary Needs
Language Needs
Cultural Needs
Medical Needs
Family Needs
Religious Needs
What support would customers with specific needs require for accommodation?
Wheelchair ramps, specially modified bathrooms, handrails.
What are 2 tips on interacting with a person who is blind?
Do not leave the person without excusing yourself first.
Identify and explain 2 challenges that Mani has encountered?
Lack of staff - no trained staff available
No accessibility for Mani.
How can Good customer service be achieved?
Treating customers with respect, offering clear and accurate information. Listening actively to customers needs and concerns. Any other that relates counts.
What support would you need for Cultural?
Dietary requirements like vegan, special menu
What support would customers with specific needs require for Transportation?
Wheelchair access, defined seating areas, assistance with steps.
What are 2 guiding techniques when guiding a person on an aircraft?
When you meet them, touch them gently on the arm, introduce yourself, smile and speak directly to their face. If they are travelling with a seeing person then speak directly to the person who is visually impaired.
What are some potential solutions to overcome these challenges Mani has encountered? 2 minimum
Improve infrastructure - build ramps and handrails
Staff training - have trained staff available.
What are some essential skills of customer service? Name 3 mininum.
Clarithy of Speech, Positive Body Language, Active Listening, Product service knowledge, Appropriate Language, Questioning skills, Patience and self control, meeting and exceeding expectations.
What support would you need for Family?
special facilities or services like strollers or wheel chairs.
What support would customers with specific needs require for sightseeing attractions?
Handrails, information in Braille, audio guides.
where does the dog sit during a flight? if you have a guided dog?
Normally on the mat in front of the passenger.
Identify and explain 2 challenges that Margaret has encountered?
Menu written in English
Not clear with dishes
What is Manaakitanga? Extra points if you can tell me Mana and Aki means.
A way that Maori communication shows that they care for each other and the environment.
Mana - Condition that holds everything in the highest regard.
Aki - Uphold and support.
What support do you need for Mobility?
Wheelchair accessible transportation, accommodation and attractions.
What are some basic points of Etiquette?
Avoid asking personal questions about their disability unless they want to talk about it.
Be patient and considerate of there needs.
Respect their right to use accessible parking spaces.
Before landing what should you ask the visually impaired customer?
What are 2 solutions to overcome these challenges that Margaret encountered?
Provide menu with pictures
Provided logo with V on it
What are benefits and impacts of Good and bad customer service? 2 of each
Good - Repeat customers, happy customers, referrals, increase revenue and sales
Bad - Loss of customers, complaints, low sales/revenue.
What support would you need for Medical?
special accommodation like accessible rooms, medical equipment or nearby medical facilities.
What are some positive phrases you can use for Visual Disability, physical and hearing?
Visually Impaired
Disabled
Hard of hearing
Once a person who is visually impaired are seated, what would you talk to them about?
Safety procedures, emergency exit doors.
Toilet locations
Passenger service unit/ call button, music channels
Meal tray layout
offer of Braille flight, information and safety card, if available.
what challenges did Detroit encounter?
What solutions are there?
Distance from car park - priority parking
Room on the 5th floor - floor
No staff available - trained staff