Creating the Customer Experience
Description
This course introduces students to the expectations of air operators and passengers regarding Cabin Crew professionalism. Flight Attendants must present themselves professionally and confidently, through the airport, onboard the aircraft, and whenever in the public eye. This presentation of oneself as a capable leader reflects positively upon the airline and lends itself to what passengers perceive as one of the more important elements of exceptional customer service. As such, this course will discuss the art of presentation whether working in Economy or Business Class; in the cabin or in the galley; while speaking on the Public Address system or one-on-one with customers. Skills training on leadership and followership roles will be discussed, as will the handling of customer expectations and complaints in an appropriate manner. Finally, this course will highlight once again, the impact a Flight Attendant has on building and maintaining an airline's culture and branding through management of their own expectations, and the interactions and reactions they have with others.
Course delivery also available as Hybrid
Note: Check with the institution regarding start/end dates, prices, and delivery method. These may vary according to program, section, and/or semester.
Course delivery also available as Hybrid
Note: Check with the institution regarding start/end dates, prices, and delivery method. These may vary according to program, section, and/or semester.
Related Programs
Overview
- Institution: Seneca Polytechnic
- Level: College
- Language: English
- Course Code: FSO210
- Delivery Method: Fully Online/Distance