QCF LEVEL 3: BTEC

UNIT 7: CUSTOMER SERVICE IN

THE AVIATION INDUSTRY
 Today:

• Learning Journey
• Routine and Non-routine Customer Service scenarios
• How to overcome difficult situations
• Communication Barriers
• Script writing time!

UNIT 7: CUSTOMER SERVICE IN THE

AVIATION INDUSTRY
 Final Session
Ass 1: for Assignment
 Calendar of Events! Session 2 1 6/10/21
29/09/21

Session 1
Launch assignment 1 Launch
22/09/21 Assignment 2
Half Term! 13/10/21
Session 2
Assignment 2 PAW
3/11/21 20/10/21
FINAL
Final Session SESSION/
NEW UNIT
Assignment 2 Sole Plays 26/11 LAUNCH
10/11/21 Ass 3 Ass 3 01/12/21
Ass 2 hand 24/11/21 due
in
Ass 3
LAUNCH
18/11/21 PAW
15/12/21 08/12/21
ASSIGNMENT 3: PROVIDING
EFFECTIVE CUSTOMER SERVICE (P9,
M3 AND D2)


 “THE BASICS” - PERSONAL
PRESENTATION
 You’re buying food: Who would you approach? Why?

Dirty • Clean
Unhygienic • Well presented
Miserable • Wearing Suitable clothing
Uninterested • Direct Eye contact
Not suitably dressed • Smiling
Filthy environment • Approachable
Unapproachable • Clean working environme
 VERBAL COMMUNICATION IN
AVIATION

 Public Address system

 Face to face service
 Telephone
 Tone
 Open and Closed Questions
 Developing dialogue
NON-VERBAL COMMUNICATION: BODY LANGUAGE
“ROUTINE” CUSTOMER SERVICE IN AVIATION
Standardisation in aviation :
 Meet and greet
Always with a smile, with an open ended friendly question: “Hello, How are you today?” Use of “Body
Language”, Eye Contact, friendly manner
 Selling Skills
Don’t go in for the ‘Hard’ sell but be helpful and in the customer’s best interest. Ask lots of open ended
questions to gain more knowledge of what they are looking for. Consider your tone of voice, and
 Giving Advice
The key is to be helpful and using the knowledge you have learned from your customer to assisting them
with whatever they may need. If you don’t have the answer, NEVER say “I can’t/I don’t know” always tell
them they you will find out for them.
 Day to day tasks
Ensure that you are quick, efficient and helpful at all times – it maybe a simple task of an enquiry on times,
or a re-print of tickets
 2. Know your customers
 Great interactions begin with knowing
your customers wants and needs. 
Customers love personalization. Get to
know your customers, remember their
names and previous conversations. If
needed, make a note of what was
discussed previously so you can refer to it
the next time you meet.
 In January 2020, Starbucks launched
their "Every name's a story" campaign
focusing on 
improving relationships with their custom
ers
. The award winning campaign promotes
inclusivity, recognition and acceptance at
Starbucks stores across the world. The
video, a focal point of the campaign, has
generated more than 2.8 million views
  4. Listen to your customers
 Listening to your customers will not only result in an
indebted and happy customer, it can also go a long way in
terms of keeping yourself on their radar for future
business.
 A three year old named Lily Robinson wrote a letter to
Sainsbury’s, a UK grocery store, a letter asking why ‘tiger
bread was called tiger bread and not giraffe bread?’. Lily
was clearly onto something, as the bread really does look
like a giraffe print!
 In most cases, these types of suggestions are met with a
simple "Thank you".
 But, to Lily’s surprise, Chris King, the customer service
manager of Sainsbury’s responded with “I think renaming
it to giraffe bread is a brilliant idea!”. Several months later,
the bread was renamed to giraffe bread.
This Photo by Unknown Author is licensed under CC BY
 5. Think long term – A customer is for
life
 Think long term when dealing with
customers. By keeping customers
happy, they will be loyal and through
word of mouth, will do the marketing
for you. In fact, according to author 
Pete Blackshaw, a satisfied customer
tells at least three friends (whereas an
angry customer tells 3,000!)
 Peter Shankman, author and business
consultant, was ready to board a flight
before tweeting “Hey, @Mortons –
can you meet me at Newark airport
with a porterhouse when I land in two
hours? K, thanks. :)”.
 A fun attempt at humour, right?
 Peter admitted he was joking. He never expected
anything after he sent that Tweet...
 But, as soon as Peter landed, a gentleman
wearing a tuxedo was holding a bag that
contained a porterhouse steak, shrimp, potatoes,
napkins and silverware. Knowing that Peter was a
regular customer and having tracked down his
arrival details, Morton’s traveled more than 23
miles to deliver his food and with - one of the
greatest customer service stories of all time.
 Would you travel 23 miles to provide one of the
most legendary stories on customer service?
 I know I would.
10 MINS

This Photo by Unknown Author is licensed under CC BY

  Take a role play “Boarding Pass”
 You need to be: Polite, Use clear language, Be
helpful
CREATE A ROLE  Add your own Questions into it:
PLAY  2 x additional questions: eg Upselling to Business
Class or additional baggage allowance and 1 x
relating to product knowledge about the flight/plane
 Work in pairs: Decide who is going to be the
Ground Crew and who will be the passenger

15 Minutes
PERFORM!
LUNCHTIME!
(1 HOUR)
DEALING WITH
MORE
DIFFICULT
SITUATIONS
 Language: Non-English speaker, accent, jargon
 Environment: Noisy, congested, outside
 Interpersonal: Negative body language, closed gestures,
poor listening skills etc
 Emotional: Upset or Angry

COMMUNICATION
BARRIERS
DEALING WITH NON-ROUTINE CUSTOMER
SERVICE TASKS

 Emergency situations
 Problem Solving
 Complaints/conflict

Watch the following videos and make note of the good and bad
practices
STAY CALM AND LISTEN…..
HOW WOULD YOU HANDLE THIS
NEXT SITUATION?
Medical issues
EMERGENCIES
Disruptive passengers :

Criminal Activity

Fire/Hazards
 1) Put yourself in the customers’ shoes
 2) Be strict and don’t lose your authority
 3) Don’t embarrass or provoke a passenger
 4) Make sure the whole aircrew behaves consistently
 5) As last resorts, stopover or cuffing the passenger are options

HOW TO HANDLE DIFFICULT

SCENARIOS
Ensure you are using CLEAR and CONSISE
language

PREVENTIO
Use Welcoming Body Language, listen and use eye
contact
N IS BETTER
THAN CURE:
DON’T use jargon: Learn globally recognised
terminology i.e the phonetic alphabet and IATA
codes

Keep your knowledge up to date with training.

 Phonetic Alphabet!
 My Name is:
 Alpha, November, November, Alpha!

LEARN HOW TO SPELL

YOUR NAME!
 For example:
Three Letters to
Globally Birmingham
indicate the
recognised International -
airport
BHX

IATA CODES – WHAT ARE THEY?

BREAK TIME
10 MINUTES
 Role Play example 1: Create a role play script of you dealing
with a customer’s complaint at check-in/ communication
barrier to overcome
 Role Play example 2: Create a role play script of you selling
duty free on a flight/issue with the item being broken/sold out
etc
 Role Play example 3: Create a role play script going through
customs in a foreign country followed by luggage being lost

ROLE PLAY EXAMPLE

SCENARIOS:
P9: CREATE ROLE PLAYS
 3 x Routine Situations These can be combined into one or two scenarios
 2 x Non Routine Situations
You will need to demonstrate that you can use appropriate methods for overcoming communication barriers
within AT LEAST ONE scenario

M2: PERFORM A NON-ROUTINE SCENARIO

WEDNESDAY 24th NOVEMBER: Perform a Non-routine Scenario – I WILL BE YOUR CUSTOMER! You will need to
Your feet and KNOW how to handle the situation
In order to achieve the Merit – this will need to be a HIGH PERFORMANCE!

D2: ANALYSE YOUR PERFORMANCE

Following on from your ROLE PLAY, you will be Critiqued by me and your peers.
You need to EVALUATE your own customer service skills – referring to your feedback forms.
You need to: Identify GOOD practice and AREAS OF IMPROVEMENT
1:1 MEETINGS to take place Wednesday 24th NOVEMBER in the AFTERNOON
HOW TO PRESENT YOUR ASSIGNMENT FOR HAND IN:

1. P9: Short description of each scenario followed by your Scripts

2. M2: Your PERFORMED script along with feedback form from
Anna (will be emailed)
3. Scanned/photographed forms on WORD document followed by
your evaluation

ALL TO BE PUT INTO ONE DOCUMENT!

Hand in online NO LATER than 30th November
24TH NOVEMBER – ROLE PLAYS/1:1 FEEDBACK
9am-10am: Tutorial
10am-11:30am: 11:30am -1pm: 2pm -3:30pm:
Group 1 role plays: Group 2 role plays: Group 3 role plays:
Curtis Jukes Arashdeep Kaur Radoslav Berky
Keeley Cooper Anam Awan Klara Dirdova
Marjam Hussein Harjeet Pal Katarina Dirdova
Zoe Whitehead Ramanpreet Kaur Jakub Napiorkowski
Natalia Zajac
Malachi Erhabor Alex Raceanu
WORKSHOP TIME!
FLOOR 5!