 Customer service is the support you offer your customers from the moment they first contact

your business to the months and years afterward. Providing good customer service means being
a reliable partner to your customers—it goes beyond helping them troubleshoot, use, and make
informed decisions about your product.

10 5 rule of customer service

 The 10 and 5 rule is a simple guideline that is widely used in the hospitality industry. The rule
dictates that when a staff member is 10 feet from a guest, the staff smiles and makes direct
eye contact, and when they are within five feet, the staff verbally greets the guest

Tips to improve customer service

 Maintain Positive attitude.

 Save customers their time, and make the booking process simple.

 Write down what is necessary such as their name, the name of the company, etc. so you do not
have to ask again

 Be proactive with your communication, and swift with your resolutions.

 Make sure you have understood the query well

 Personalization

 Try to explain it with simple and short sentences without using “Technicalities”.

 Customer anger .

 Follow up .

Passengers with special need

 Infants

 Children

 UM

 Disabled

 Sick

 VIPs

 CIPs

Meal Codes

CODE MEAL DESCRIPTION

AVML VEGETARIAN HINDU MEAL

BBML BABY MEAL

BLML BLAND MEAL

CHML CHILD MEAL

DBML DIABETIC MEAL

FPML FRUIT PLATTER MEAL

GFML GLUTEN INTOLERANT MEAL

HNML HINDU (NON VEGETARIAN) MEAL SPECIFIC

IVML INDIAN VEGETARIAN MEAL (UA SPECIFIC)

JPML JAPANESE MEAL (LH SPECIFIC)

KSML KOSHER MEAL

LCML LOW CALORIE MEAL

LFML LOW FAT MEAL

LSML LOW SALT MEAL

MOML MOSLEM MEAL

NFML NO FISH MEAL (LH SPECIFIC)

NLML LOW LACTOSE MEAL

OBML JAPANESE OBENTO MEAL (UA SPECIFIC)

RVML VEGETARIAN RAW MEAL

SFML SEA FOOD MEAL

SPML SPECIAL MEAL, SPECIFY FOOD

VGML VEGETARIAN VEGAN MEAL

VJML VEGETARIAN JAIN MEAL

VOML VEGETARIAM ORIENTAL MEAL

VLML VEGETARIAN LACTO-OVO MEAL