Customer Service Skills

1. Basic Customer Service Concept
2. Total Service Commitment
3. PEOPLE
4. SkytraxChecklist
5. Magic Words
6. Check-in Counter
7. Boarding Gate
8. Arrival Gate
9. Baggage Services
10. Handling Complaints and Difficult Passenger
11. Body Gesture
12. Share Session

Customer Service

Customer Service

Collective term of skills
-Contact
-Analysis
-Responds
-Exceed
Complete customer interaction
Meet our customers’ expectation in time
“ABC” Concept
-A: Attitude
-B: Business Knowledge
-C: Customer Oriented Service

 

What is People Concept

  • Contact
  • Analysis
  • Exceed
  • Customer Interaction

Our Business Values are:

Energetic
Flexible
Reliable

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In the service industry, PEOPLE are always our greatest asset; both and  i.e. our staff & our passengers.

which statement advocates our People Concept?

  • Maintain an open communication frequently with our staff
  • “Closed culture” -receptive to feedbacks

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Passion to deliver 熱情待客
Extra to give 多走一步
Options to offer 提供選擇
Promise to fulfill 履行承諾
Lasting impression to create 難忘印象
Emotional quotient to serve 高度情商

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