luchtvaartdienstverlener les 1

• Marketing & Communicatie
• MBO
• Studiejaar 1

luchtvaartdienstverlener lesson 1

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.

Lesson goals

At the end of this course:

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

In this lesson:

1. You'll know how to behave when helping customers.
   
2. You'll learn what the GOLD method is.
   
3. You will have learnt at least 5 new words.

What is customer
friendliness?

WHHTUK

Wat:

Hoe:

Hulp:

Tijd:

Uitkomst:

Klaar:

You'll watch a video and answer questions about them.

Read the questions on the worksheet and answer them during or after watching the video shown on the board.

Ask your neighbour

~3 minutes

A worksheet with filled out questions about the video

We'll discuss your answers with the classroom

0

What should do the women do differently in your opinion?

Do's and don'ts

1. Show empathy 
2. Communicate clearly
3. Respect your customer
4. Be honest
5. Take customer feedback seriously
6. Take responsibility

1. Be indifferent
2. Make promises you  can't keep
3. Treat customers differently
4. Overcomplicate simple issues
5. Rush a response
6. Blame the customer

DON'T

DO

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

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

WHHTUK

Wat:

Hoe:

Hulp:

Tijd:

Uitkomst:

Klaar:

You'll write a small dialogue about one picture shown on the board that you'll act out later

Split in duo's and (secretly!) choose a picture, decide what it could be about and write a short dialogue about what you think they could be saying. When the time's up, perform your dialogue and make the rest of the class guess what picture you chose!

Raise your hand

7 minutes

A dialogue about one picture on the board that you can act out

Quietly discuss what the other pictures could be about

Split in duo's and (secretly!) choose a picture, decide what it could be about and write a short dialogue about what you think they could be saying. When the time's up, perform your dialogue and make the rest of the class guess what picture you chose!

Help: Raise your hand
Done: Quietly discuss what the other pictures could be about

WHHTUK

In duo's, pick a picture in front of the class and list as many objects from the picture as you can that begin with the specified letter, all within one minute.

Wat:

Hoe:

Hulp:

Tijd:

Uitkomst:

Pim pam pet picto

Individual

1 minute per round, 5 minutes in total

A list of objects you could find on the picture

WHHTUK

Wat:

Hoe:

Hulp:

Tijd:

Memory with pictures

In duo's, play memory with eachother

none

10 minutes

Homework: practise vocabulary!

Quizlet link