Magic Three Steps of Services

In this 10 mins, you will learn our company "Magic Three Steps of Services" which guide you to provide excellent customer services to our passengers. 

Let's start our Magic Three Steps of Services. Pay attention to the content as you needs to answer different types of questions in the modules

Before we proceed to the Magic Three, let's look at our Japanese cultures provide their service first, please watch a 3 mins video on the below link and fill in the blank below.

https://www.youtube.com/watch?v=5xlf-gQZa3Y

 

In the video, Omotenashi in Japanese means being very  

Let's rank our Magic Three Steps together!

  • Warm Welcome
  • Attentive to Anticipate
  • Fond Farewell
Drag to rank our Three Steps of Services according to our contact with passengers in lounge. 

Our Magic Three Steps of Services

Please drag and match the Magic Three Steps with the appropriate explanation. 
  • Warm Welcome - WW
    with a big smile, we let our passengers have a wonderful first impression on us.
  • Attentive to Anticipate - AA
    being observant and provide warm care to our passengers
  • Fond Farewell - FF
    say a passionate goodbye to offer a excellent last impression on us

Step One

Warm Welcome - WW

Every passengers want to be welcome and respected. First Impression always last. So offer a warm welcome with a genuine smile to every one of our passengers. 

Step one (cont'd)

Warm Welcome - WW

Warm Welcome comes with FOUR things:

  1. Genuine Smile 
  2. Passionate voice 
  3. Open posture
  4. Welcoming phrases 
“Nice to meet you! Mr Wong. How can I help you today?” “Welcome to our lounge, Mr Wong. Please enjoy our refreshment services in the lounge. ” “Good morning, Mr./Ms. Wong. It’s great to see you again.” “My Name is Chris. How may I help you?” 

Scenario 1 - How to welcome our passenger?

In this scenario, you will need to select the appropriate responses (in the left bottom corner) to show how you communicate and provide a excellent service with our guest Mr Watson. 

Scenario 1 CS skills review  - How to welcome our passenger?

In scenario 1, in order to get 100 marks, the Ground Attendant need to address Mr Watson by his  name, fulfilling his needs of being  

Furthermore, after a passionate greeting that makes him felt , the Ground Attendant "leave the door  "by asking Mr Watson to find him whenever he needs, letting him felt  

Step Two

Attentive to Anticipate - AA

Our passengers like to feel valued and important. Be attentive to them as every little things counts. Anticipate their needs by offering service before they ask. Offer alternatives when we can not fulfill their initiate request. 

Scenario 2 -  How to initiate help to passenger?

In this scenario, you will need to select the appropriate responses (in the left bottom corner) to show how you communicate and provide a excellent service with our guest Ms Watson. 

Scenario 2 CS skills review - How to initiate help to passenger?

In scenario 2, in order to get 100 marks, the GA initiate  help with Ms Watson  she ask with a genuine  on the face, addressing Ms Watson by name. 

 

Then, when Ms Watson asked for things that we did not provide, the Ground Attendant choose to ask for her preferences in order to provide  to her. 

 

Finally, when Ms Watson asked for the advice from the GA, the GA also choices for her. 

 

Step Three

Fond Farewell 

The last and first impression always last in our passenger's mind. Fond Farewell includes:

  • Address passengers by last name if possible
  • "Good bye" and "Thank you"
  • Invite them to visit us again
“Goodbye Mr. and Mrs. Wong. We enjoyed having you. Please visit us again!”"Have a great day and we look forward to serving you next time.”"Thanks very much for flying with us, Mr Wong. We hope to see you again."

True or False

  • Attentive is to paying attention to every details from the passengers
  • Anticipate customer is to react immediately after the customer request for service
  • In farewell, the word we use is much more important than the tone we use.

What are the FOUR things in Warm Welcome - WW

  • Genuine Smile
  • Passionate voice
  • Listening
  • Open posture
  • Offering Alternative
  • Welcoming phrases
  • Sincere apology
Tick one or more options below 

Congratulation!

Congratulation!

You have finished this refresher of customer services. We guarantee you have reviewed some knowledge and skills in customer services. 

Thanks for your 10 mins time.

It's time for you to apply them in the coming operation!