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customer care training

Customer Care Training

A theoretical approach to Flight Attendant Training carried out by major airlines and flight attendant training institutes

 

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Commission of a Crime

Airlines should report as soon as possible any crime committed aboard an airplane. Advise the FBI if the crime occurs between the time all the external doors are closed following embarkation until the moment one such door is opened for deplaning. Advise local authorities if the crime occurs at any other time. Crimes may include, but are not limited to, interference with flight crew members or attendants, unauthorized carriage of concealed weapons, conveying false information about an exempt to commit a crime e.g., bomb hoax, assault, embezzlement, and theft.

Should any incident occur in flight which in your good judgment constitutes a criminal act, Flight Control should be notified as soon as practical. The message should include either the time the crime occurred or the location of the airplane when the crime occurred. Flight Control will notify the local FBI and follow normal incident reporting procedures.

Note a physical description of the person. Statements should be solicited from customers. Names and addresses should be taken, if feasible, so they may be contacted if necessary. Upon landing, the Captain should complete a Captain's Irregularity Report and include the information in the preceding paragraph.

Alcoholic Beverage Service (121.575)

  • Alcoholic beverage service is governed by FAR 121.575, which prohibits any person drinking from his own supply and prohibits service to anyone who (a) appears to be intoxicated, (b) is escorting a prisoner, (c) is a prisoner, or (d) is armed.
  • FARs prohibit a customer from drinking from his own supply. Flight Attendants will not knowingly serve ice or setups to persons known to have their own liquor. If a customer is drinking from his own supply, the Flight Attendant should advise him/her of the Federal Aviation Regulation against it.
  • Before departure the Flight Attendant should discuss any problem customer with the boarding agent. The Customer Service supervisor should make the decision whether or not to remove the customer.
  • If a customer appears to become intoxicated during the flight, the Flight Attendant should notify the Captain.
  • All employees should be as tactful and discreet as possible when dealing with a customer who appears to be intoxicated.
  • Conversation in the presence of others should be held to a minimum.
  • Care must be taken to avoid stating that Inflight Careers considers a person "to be intoxicated", because this is an opinion that only a medical doctor or certain other trained experts are qualified to express after conducting certain tests. Use the words "appears to be intoxicated" rather than "is intoxicated". Obtain the name and address of the person, if feasible. Also note a physical description of the person.
  • Statements should not be solicited from customers. However, names and addresses should be taken, if feasible, so they may be contacted if necessary.
  • Upon landing, the Captain should complete a Captain's Irregularity Report including the names and addresses listed above.
  • Deciding Whether to Remove Customers for Criminal Acts, Intoxication or Misconduct

Misconduct involving Safety

If a customer is committing, or threatens to commit, any act which would be detrimental to the safety of the flight and/or its customers, it is the duty and responsibility of airlines and its personnel to use whatever means reasonable, including restraint if necessary, to ensure the safety of the flight and its customers.

  • If the flight is on the ground, either the Customer Service supervisor or the Captain decides whether or not removal is necessary.
  • If the flight is in the air, the Captain decides. The Captain also decides whether the removal can be safely delayed until the flight reaches the next reroute stop or its terminal point, or whether circumstances require a rescheduled stop at the nearest usable airport. If flight duties and the situation permit, the Captain or his designee should personally observe the situation and the customer in order to assure that a proper appraisal has been made and that he/she has properly judged the action to be taken.

Misconduct Not Involving Safety of the Flight or Customers

  • If the flight is on the ground, the Customer Service supervisor or the Captain decides whether or not removal is necessary for the reasonable safety or comfort of other customers. In making such decisions, it should be remembered that airline has the duty as a common carrier to serve the public without discriminating.
  • If the flight is in the air, Flight Attendants will usually handle most situations of minor customer misconduct. Should the Flight Attendants call the Captain for advice or assistance, and if flight duties and the situation permit, the Captain or his designee should personally observe the situation and the customer in order to assure that a proper appraisal has been made.
  • The customer should be told politely but firmly by the Captain or other flightdeck crewmembers that his conduct is not permitted aboard an a flight. If the misconduct persists, the Captain should use his discretion as to the action necessary to ensure the other customers a safe and comfortable flight. (Except when necessary to ensure safety, physical restraint and rescheduled landings should not be necessary, but removal at an enroute stop may be considered.)

 

Handling the Removal

  • Members of the flight crew shall not actively participate in the removal of a customer unless such precipitation cannot be avoided. However, if an unscheduled stop is made at an offline point to remove a customer, the Captain has the authority to issue all necessary orders and make all necessary arrangements for removal.
  • Employees assigned by the supervisor (or any third parties engaged by the Captain at an offline point) working under the direction of the supervisor or Captain, should try to persuade the customer to deplane voluntarily.
  • If all efforts at persuasion fail, the customer shall be removed using only such force as is reasonably necessary. In most cases a customer will deplane voluntarily, if politely, but firmly, escorted from the airplane. Under no circumstances will any employee or third party be allowed to assault, injure, or mistreat a customer.
  • If violence is anticipated or encountered, any unaided efforts to remove the customer by force shall be abandoned. The supervisor or Captain will get help from local law enforcement officers. If , before a law officer is called or arrives, the customers conduct threatens or endangers the safety of the flight or its customers, the minimum amount of force necessary to effect restraining should be used.

Working with a Law Officer

  • When a law officer arrives, the supervisor or Captain should briefly explain the situation to him/her. No attempt should be made to interfere in any way with the law officer's duties. Assistance may be given (not volunteered) if specifically requested by the law officer
  • Under no circumstances should the supervisor or Captain (except as noted below), cause the arrest or detention of a customer, or assent to the same by law officers, without securing the prior approval of airline's legal counsel. If the law officer requests that a criminal complaint, crime report, or other document be signed at the scene, the supervisor or Captain should adhere to the procedures summarized below:
  • No complaint, report, or other document should be signed, that the supervisor or captain did not personally prepare.
  • Any complaint, report, or other document that is to be signed and delivered to the law officer should be limited to facts personally observed. Do not report hearsay gathered from another airline employee. Do not offer opinions, conclusions, judgments, or suggestions.

Other Unusual Situations May Include:

Indecent exposure or proposals:

  • Notify flight deck
  • Handle accordingly
  • Contact Operations Supervisor/CSS if necessary

Carrying an unauthorized, deadly or dangerous weapon, either concealed or unconcealed:

  • Notify flight deck
  • Contact Operations Supervisor to request security

A crew member or customer onboard has been threatened or physically harassed:

  • Notify flight deck
  • Contact Operations Supervisor to request security

Bomb threat

  • Notify flight deck
  • Contact Operations Supervisor to request security

Hijacking attempt or threat

  • Notify flight deck
  • Contact Operations Supervisor to request security

In an incident concerning smoking in the cabin or lav, and the customer refuses to produce identification or becomes abusive toward crew members or other customers:

  • Notify flight deck
  • Contact Operations Supervisor to request security

Should any of the above situations arise, the Captain must be notified in order to take proper steps and an airline Operational Occurrence Report must be filled out.

SUGGESTIONS TO ENHANCE OUR CUSTOMER SERVICE

GENERAL

  • Receive complaints, suggestions and criticism in a concerned manner. Make all possible efforts to relieve the situation.
  • Deal with the customer's feelings.
  • Deal secondly with their problem's.
  • Be friendly and treat our customers as individuals.
  • Attempt to identify "First Time Flyers" and make every effort to make their first flight both memorable and fun.
  • When it is necessary to deny a customer's request, be tactful and explain the reason you are denying the request.
  • Know your route or flight plan, time changes (ETA and ETD).
  • Answer call buttons promptly (do not tell a customer the button is for emergency use only).

Be cautious when visiting with customers regarding:

  • aircraft safety
  • religion
  • politics
  • Turn customer's reading lights off if they are asleep.
  • Offer pillows and blankets on late evening flights or when appropriate.
  • Ensure the cabin temperature is comfortable whenever possible.
  • Offer magazines.
  • Cabin lights should always be on for boarding, deplaning and day flights. The lights may be adjusted for late-night flights or when most customers are sleeping. Remember that customers need good light to read or work. It is not enough to rely on daylight outside.

C.U.R.E/C.A.L.M.

Think in terms of difficult situations vs. difficult people. RESPOND with the CURE...

  • Care
  • Understanding
  • Respect
  • Empathy

Then CALM them...

  • Control yourself
  • Allow them to vent
  • Listen
  • Meet their needs (WIN/WIN)

Use the "I" statements...

  • I can see why you think/feel/believe/say that...
  • I can understand how you think/feel/believe/see that...
  • I agree with...
  • It sounds like...
  • The "I" statements show empathy and agreement = cooperation!

JUMPSEAT POLICY

GUIDELINES FOR 4TH CREWMEMBER CABIN JUMPSEAT

When not assigned for company business, the extra crewmember cabin jumpseat is available for "non-rev" purposes to the following employee groups only (in order of boarding priority):

  • Flight Attendants
  • Pilots
  • Other Airline Flight Attendants

Boarding priority and procedures are as follows:

-Check-in is permitted at the gate only
-Advanced check-in or check-in by phone or through Dispatch, Scheduling, or Operations is not permitted
-Check-in begins one hour prior to scheduled departure
-If two or more Flight Attendants are available at the gate when check-in opens (one hour prior), the jumpseat will be awarded to the Flight Attendant with higher company seniority, regardless of arrival time.
-Thereafter, the jumpseat will be awarded on a first-come, first-served basis to Flight Attendants, who will take priority until 20 minutes prior to departure time
-At 20 minutes prior to departure, the jumpseat will open to remaining eligible employee groups and will be assigned according to the boarding priority stated above.
 

Jumpseat conduct rules are as follows:

-Upon boarding, the jumpseat occupant will introduce themselves to the Captain and First Officer. Extreme caution must be taken not to interrupt any conversation or preflight checklist being conducted in the flightdeck.
-The neighboring Flight Attendant will ascertain the jumpseat occupant's level of knowledge regarding B737 exit operation and evacuation procedures. If the occupant is a Flight Attendant from another airline and is not certified on the B737, the Flight Attendant will conduct a B737 exit operation and evacuation procedures briefing. Attire must be either uniform or casual business attire. No denim or shorts are allowed.
-Proper airline identification must be displayed at all times while occupying the jumpseat.
-Jumpseat occupants must adhere to all passenger information signs. The only exception is for active Flight Attendants, in full uniform, who choose to assist fellow Flight Attendants with service duties.
-Alcohol may not be consumed during the flight, or within 12 hours prior to scheduled departure time.
-Sleeping, or giving the appearance of sleeping, is not allowed.
-Gum chewing is not allowed.
 

Enroute Procedures

The "B" Position Flight Attendant:

  • Continue assisting customers in preparation for arming slides for pushback.
  • Remain in the aft portion of the aircraft.

The "C" Position Flight Attendant will:

  • Upon hearing the Opening P.A., or after all customers have boarded, take a count of all customers in the cabin and give the count to the "A" Position Flight Attendant and Airport Services Agent if available.

PREPARATION FOR PUSHBACK

PRIOR TO CLOSING THE FORWARD ENTRY DOOR

In accordance with F.A.R.s and Airlines compliance procedures prior to closing the forward entry door...

The "A" Position Flight Attendant Will:

Continue to remain in forward part of aircraft to assist customers as necessary and be available to Airport Services Agent and flightdeck until notification from "B" and "C" Position Flight Attendant that the cabin is secure.

The "B" and "C" Position Flight Attendants Will:

Secure the cabin in the aft and forward sections of the aircraft respectively.
 

Securing the cabin consists of:

Special seating guidelines are adhered to.

  • All customers are seated with seatbelts fastened.
  • Seatbacks and tray tables in full upright and locked positions.
  • Luggage is properly stowed with overhead bins closed.
  • Cellular telephones, are turned off.
  • Notify "A" Position Flight Attendant the cabin is secured.

TO CLOSE THE FORWARD ENTRY DOOR

The "A" Position Flight Attendant Will:

  • Inform Airport Services Agent, "Cabin is secured for pushback" Pressing the guest lock (yellow latch), and pull the door shut.
  • Ensure that door is properly closed and secured. (ASA may assist if required)

The "B" Position Flight Attendant Will:

Remain in the aft section of the aircraft and wait for appropriate P.A. from "A" Position Flight Attendant indicating slides should be armed.

The "C" Position Flight Attendant Will:

Remain in the forward section of the aircraft and wait for the appropriate P.A. from "A" position Flight Attendant indicating slides should be armed.

A Jumpseat rider needs to display his/her Airline I.D. at all times when occupying the jumpseat.

The Flight Attendant will give the jumpseat occupant a brief explanation of the emergency exit procedures. Any person occupying the 4th Flight Attendant jumpseat will receive a briefing on the door operation by the "A" posited Flight Attendant, as well as, an explanation on of the emergency exit procedures.

Business or casual business attire is required for all jumpseat riders not in company uniform. An employee who is traveling with an infant, or child up to five years of age, will be ineligible to occupy the 4th jumpseat. The parent must be seated in the cabin with the child.
There is no sleeping or reading allowed on the jumpseat.

The company has been advised that FAA Inspectors cannot ride the 4th jumpseat due to an internal government directive that was published to all involved government agencies. All Inspectors riding in the cabin must have a seat.

In the event of an oversale,  Airlines employee traveling on a positive space pass on company business may "bump" a 4th jumpseat rider traveling on personal business or on pleasure, if the company business requires the employee to arrive at the final destination at a specific time that requires travel on that flight.

If you are under a pass suspensions action, on a Leave of Absence or off work due to an illness or injury, you cannot ride on the jumpseat (or in the flightdeck) unless you have written authorization (flight specific) from your department head. If you do so without permission, you will be subject to termination.

PROCEDURES FOR BOARDING JUMPSEAT RIDERS

  • Gives the first copy of authorization form to Airport Service Agent in originating station. Airport Service Agent notifies "A position Flight Attendant and Captain.
  • Give second copy of authorization form to "A" position Flight Attendant and Captain.
  • Jumpseat rider keeps third copy of authorization form.
  • Jumpseat rider introduces himself/herself to the "A" position Flight Attendant and the captain.
  • Takes position on forward jumpseat-aisle side with seat belt and shoulder harness securely fastened.
  • "A" Flight Attendant will brief jumpseat rider on operation of aircraft door.
  • Whether in street clothes or uniform, a jumpseat occupant's InFlight Career Airlines I.D. must be visible and worn at waist level or above.
  • Jumpseat rider may assist Flight Attendants as needed when the Fasten Seat Belt sign is turned off. Jumpseat riders must be seated and securely fastened while seat belt sign is illuminated.
  • Any jumpseat rider may occupy an available customer seat once all customers have boarded and a crewmember has advised them to do so.

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