luchtvaartdienstverlener les 2

• Marketing & Communicatie
• MBO
• Studiejaar 1

luchtvaartdienstverlener lesson 2

Lesson goals

At the end of this course:

1. You'll be able to hold converstations about proffessional issues.
   
2. You can apply techniques to de-escalate problems with passengers.

In this lesson:

1. You'll learn what the HEART method is.
2. You'll know what questions to ask when helping a customer.
3. You'll learn 4 speaking strategies to help you communicate.

Do's

Don'ts

Show empathy

Communicate clearly

Respect customers

Be honest

Listen to customer feedback

Take responsibility

Be indifferent

Make false promises

Treat customers differently

Overcomplicate things

Rush responses

Blame the customer

Providing good customer service

Hear what the customer has to say and don't interrupt

Empathize and put yourself in their shoes

Apologize sincerely

Respond and solve the problem

Thank the customer for their patience

Providing good customer service

Hear

Empathize

Apologize

Respond

Thank

I understand how frustrating that must be...

I'm sorry you experienced this....

Let me book you on another flight.

Thank you for your patience.

WHHTUK

Wat:

Hoe:

Hulp:

Tijd:

Uitkomst:

Klaar:

You'll analyse three sample conversations in groups of 4

You'll get a worksheet which will help you analyse what behaviour is acceptable. Also come up with suggestions to improve.

Raise your hand

10 minutes

A filled in worksheet in which you've analysed all transcriptions

We'll discuss your answers with the classroom

asking the right questions

Avoid yes/no questions

Are you having trouble with your flight?

Ask a direct question if you need specific information

What are you having trouble with?

GOLD

Greet every customer with a smile

Offer assistance with an open-ended question

Listen to customers' needs first, then provide suggestions 

Do whatever you can to ensure the customer walks away happy

Types of questions

Investigative 

questions

To ask for more information

What is your flight number?

Clarifying 

questions

To clarify gained information

Do I understand this correctly?

Affective 

questions

To affirm the listener's feelings

Is that okay with you?

Speaking strategies

If you don't understand the other person....

"I don't understand what you're saying."

"Could you explain what you mean by that?"

If they're speaking too fast....

"You're talking too fast, could you speak a little slower?"

If you didn't hear what they said...

"I didn't catch that, could you repeat what you were saying?"

If they don't understand certain words...

Use gestures or describe words.

||||||||||||

WHHTUK

Wat:

Hoe:

Hulp:

Tijd:

Uitkomst:

Klaar:

You'll read and respond to a casus in which a customer has an issue.

Split in duo's and read the casus. Then together decide how you would solve this issue and answer the questions below the casus.

Raise your hand.

7 minutes

Answers of the questions below the casus.

Practise vocabulary on quizlet

Blooket

Test

You'll be paired up with another student. 

Both will get a card and you'll have to play a small skit in which a customer has a problem, which the airhost(ess) has to solve, to show what you've learned the past few lessons.

Everyone will play the airhost(ess) once.

Next class!!!

Homework: practise vocabulary!

Quizlet link