Airline Flight Attendant Training Quiz # 2

A passenger complains about poor air-conditioning in the airplane. You know there is nothing wrong with the air-conditioning because other passengers are comfortable in their seats. What would you do?

Pretend to listen to him until he has released his frustration. Then, with a smile ask him if you can bring him something to eat or drink.

No matter how silly his complaint, do not ignore it. Listen to it with total sincerity.

You cannot invest your energy in handling silly complaints. Convince him, with tact and politeness, that he is mistaken in his observation.

You have a plane-full of passengers to take care of, and it is not sensible to waste time on a silly customer. Ask one of your juniors to handle the issue; as it is, the issue will be resolved with an apology and a free drink

When a customer comes to you with a query:

Your mind should be occupied only with handling his issue.

Your body should appear balanced to him.

You must quickly identify the shortest route to get rid of his query.

Quickly direct him to the inquiry counter

While engaging in a conversation with a passenger:

Try to keep the conversation short and precise; you are there to ensure he has a comfortable flight and not be a conversational partner for him.

Ask relevant question; this will help you know exactly what he wants and give him the sense that you are serious about assisting him.

Listen intently to what he says; careful listening leads to effective solution to issues and creates a positive environment.

Smile and maintain eye contact; it does not matter if you are listening or not. As it is, most often passengers themselves do not know what they want.

While offering assistance to a customer:

Make only those assurances that you can deliver.

Give an assurance for all his concerns. Do not say no to any of his concerns. Then quickly find out the people/departments who can deal with his concerns.

Tell him that you can try to assist him but cannot make any promises.

None of the above.

A customer complains about the poor quality of salad offered to him in lunch. As a cabin crew member you would:

Sincerely listen to him as if he were a personal friend.

Inform him that catering is a third-party activity, and he can lodge a complaint with the caterer.

Ensure you protect the reputation of your company by not letting him speak much for others to listen. You would quickly replace his plate for food, and give him extra serving of his preferred item. Any customer can be satisfied with a pretty smile and ext

Quickly bring out the actor in you. You have been trained to smile and present a compassionate face; use these skills and make him believe you are interested in his concern. Then, offer him a replacement of salad.

Which of the following is true for the cabin crew?

Politeness is an essential quality of the cabin crew.

Politeness may be discarded while dealing with a ill-mannered passenger.

A cabin crew member should be very friendly with passengers, cracking jokes with them and sharing their food.

A good cabin crew member should hardly speak, and manage most of his/her work with a smile.

Customer care, as a service, is:

Totally intangible.

Partially intangible.

Partially tangible.

Capable of being made totally tangible.

As a professional flight attendant, which of the following would you mark as an incorrect statement regarding a customer?

For an airline a customer is the sole purpose of its existence.

A customer and an airline depend equally on each other.

A customer is the most important person for an airline, whether in person, on telephone or online.

None of the above

Referring to a customer by his/her name

Should be strictly avoided; they have paid for their ticket and should be addressed as sir and ma'am, only.

Is a good idea because people like to be recognized and this creates a sense of loyalty.

Is fine if the customer is the same age or younger than the flight attendant attending them. Elders must always be addressed as sir or ma'am.

Should be avoided unless the customer himself/herself says that s/he would like to be referred to by his/her name.

Which of the following statements is incorrect?

As a senior member of the cabin crew, one must occasionally scold an errant junior to maintain supremacy.

Greet everyone with a smile, but do not get too friendly with your passengers.

Avoid touching a wheelchair-bound passenger's wheelchair while talking to them.

Make use of gestures to convey your meaning if there is a language barrier.

Quiz:	Airline Flight Attendant Training Quiz # 2
Subject:	Basic Cabin Crew Etiquette Test
Total Questions:	10 MCQs
Time:	10 Minutes