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Y O U W I L L L E A R N …
• Customer services in english.
• Most common vocabularies at airport.
• Daily conversations with passengers.
• How to handle special situations.
S E L F I N T R O . . . . . . .
• My name is ______.
• I am an ambassador of Shenzhen International Airport.
• I love this job because ___.
• My most favorite part of the aviation industry is ___.
C U S T O M E R S E R V I C E S
• Smile when PAX come to you.
• Listen, communicate and understand.
• Find out problems to be solved.
• Be responsible and helpful.
• “Any other questions? “ “ ”
D O ’ S & D O N ’ T S
N E V E R S AY…
“I don’t know.”
“No.”
“That’s not my job.”
“You’ re right - this is bad.”
“That’s not my fault.”
“Talk to my supervisor.”
“Calm down.”
“I’m busy right now.”
“Wait.”
B E T T E R T O S AY…
• “I will find out.”
• “What I can do is…”
• “Let me find the right person who can help you with…”
• “I understand your feeling.”
• “Let’s see what we can do about this.”
• “Let me figure that out for you.”
• “I am sorry.”
• “I will be back with you in a moment.”
• “Give me one minute.”
S O LV I N G P R O B L E M S
W H E N Y O U L I S T E N , Y O U TA K E T H E R E S P O N S I B I L I T Y !
• Listen without interruption and with full attention.
•
• Behave without aggression and arguing.
•
• Do not extend excuses, thank PAX for paying attention and helping solve it.
•
• Express sympathy and full understanding.
•
S T E P S …
• Ask necessary questions to get better understanding.
•
• Find out what PAXs want you to do exactly.
•
• Explain what you can do and cannot do.
•
• Discuss and decide what needs to be done.
•
• Under take immediately.
•
• Check satisfaction.
•
A L P H A B E T
• A - alpha
• B - bravo
• C - charlie
• D - delta
• E - echo
• F - foxtrot
• G - golf
• H - hotel
• I - india
• J - juliett
• K - kilo
• L - lima
• M - mike
• N - november
• O - oscar
• P - papa
• Q - quebec
• R - romeo
• S - sierra
• T - tango
• 3 - tree (three)
• U - uniform
• V - victor
• W - whisky
• X - x-ray
• Y - yankee
• Z - zulu
• 9 - niner (nine)
A I R L I N E S / C A R R I E R S
• CA - Air China
• CZ - China Southern
• HU - Hainan Airlines
• H0 - Juneyao Airlines
• MU - China Estern
• ZH - Shenzhen Airlines
• 3E - Heli Express
• AK - Air Asia
• BR - EVA Air
• B7 - UNI Air
• CI - China Airlines
• CX - Cathay Pacific
• KE - Korean Air
• SQ - Singapore Airlines
• TR - Tiger Airways
• MI - Silk Air
• NH - All Nippon Airways
• OZ - Asiana Airlines
• BA - British Airways
• UA - United Airlines
• AA - American Airlines
• STAR ALLIANCE
• SKY TEAM
• ONE WORLD
C O M M O N V O C A B U L A R I E S
• — terminal
• — airlines
• — carrier
• — flight number
• — counter
• — check-in
• — check
• — over-size
• — cart/trolly
• — boarding pass
• — security check
• — custom
• — carry-on
• — bags/cases
• — allowance
• — declare
• — passport
• — I.D.
• — officer
• — queue up
• — lounge
• — boarding gate
• — boarding time
• — jetway
• — departure time
• — duty free shop
• — representative
• — PA/broadcast
• — escalator
• — elevator
C O M M O N V O C A B U L A R I E S
• — land
• — estimate
• — arrival
• — bag claim
• — claim tag
• — exit
• — GTC
• — transfer/transit
• — leg
• — connecting flight
• — enroute weather
• — mechanical issue
• — flow control
• — air traffic control
• — schedule
• — delay
• — cancel
• — reschedule
• — endorse
• — refund
• — runway
• — taxiway
• — ramp
• — dispatch
• — ground crew
• — cabin crew
• — captain
• — first officer
• — cockpit/flight deck
• — cabin
C O M M O N V O C A B U L A R I E S
• — credit dard
• — debit card
• - cash advance
• - ATM
• MasterCard
• Visa
• American Express
• JCB
• West Union
• Union Pay
• — exchange
• — business center
• — lost & found
• — packing
• — package service
• — pharmacy
• — first-aid
• — insurance
• — operation center
• — evacuate
• — Burger King
• — McDonald’s
• — KFC
• 7-11 — Seven Eleven
• — Starbucks
• — COSTA
• — ramen
• — Pasta Wang
• — sushi
• — Subway
D E PA R T U R E
• Terminal 3
• Check-in
• Nobody available
• Restroom
• Packing
• Check bags
• Arrival pick-up
• Flight info. update
•
I N T E R N AT I O N A L &
R E G I O N A L
• Security check
• Bank & Money exchange
• Carry-on bags
• Restaurants
• Helicopter
• Oversize luggage
• Shipping package
• Litchi
•
A R R I VA L
• Baggage claim
• Ground Transportation Center (GTC)
• Exit
• Hotel
• Metro/subway
• Transfer/Transit
•
D E A L I N G W I T H A N G R Y PA X … . . .
• Smile & listen.
• Express you are sorry.
• “We are so sorry for this inconvenience.”
• “I can imagine how frustrated you are.”
• Do not argue and interrupt.
• Do not lose self-control.
D E A L I N G W I T H A N G R Y PA X … . . .
• Point out facts and admit.
• suggest solutions
• never promise what you are not able to do.
• Do not make PAX feel embraced.
• Do not question PAX’s correctness.
S U M M A R Y
• Be familiar with vocabularies and daily conversations.
•
• Be confident when handling foreign passengers.
•
• Do not lose your temper in tough situations.
•