Unit 1

Answer key Lesson 1

 Answer key 1.1
• 1) Transport networks, vehicles, terminals and operations.
• 2) Passengers and cargo- Airways ,airports,air traffic control & airplanes
• 3) To transport people and cargo from one place to another.
• 4) An aircraft that carries only cargo.
• 5) Aviation support industries, aircraft manufacturing and airport operations,maintenance
• 6) Jet planes,General aviation planes,commuter planes and military planes.
• 7) Light planes
• 8) Feeder planes/commuter
• 9) Runways and navigation aids
• 10) True
• 11) light plane ,helicopters and seaplanes
• 12) Aircraft,crew,maintenance & Insurance
• 13)
• a) ground transportation
• b) supply fuel
• c) food supplies
• d) freight forwarders
• e) flight insurance
 Answer key 1.1
• 14) Travel agents
• 15) Sell and issue tickets, accept payment on behalf of airlines and make
hotel reservations.
• 16) Aircraft refuelling,Catering services,aircraft maintenance & Ground
transportation
• 17) Scheduled airlines have predetermined routes in accordance with a
fixed timetable whereas non-scheduled do not operate under a planned
route. They are basically chartered for commercial use by tour operators.
• 18) International Air transport Association
• 19) 84%
• 20) 290 members from 120 countries
• 21) 1.8 billion scheduled passengers and 60 million of cargo.
• 22) Military and civil aviation
• 23) It represents all non-military aviation, both private and commercial.
• 24)Major airlines,Low cost airlines & Regional airlines
 Answer key 1.1
• 25)A380
• 26) 575 passengers,8300 miles
• 27) private & recreational flights
• 28) Major airlines
• 29)false
• 30) false
• 31) Regional airlines connects passengers to major airports for
short and long haul flight connections.
• 32) regional airlines
• 33) Light planes
• 34) Regional airlines
• 35)Intracontinental sector
• 36)False
 Answer key 1.1
• 37)Athletic teams, Holiday packages & Governmental agencies
• 38) 2000 airports and 10% by scheduled airlines
• 39) 5000 airports and 4% by scheduled airlines
• 40) Business and leisure (to visit relatives and friends)
• 42) Business
• 43)Business aviation
• 44) 1.2 Billion in 2017
• 45) BRIC (Brazil, Russia, India and China)
• 46) 60%
• 47)Airways
• 48) Spraying field crops,Telephone wire inspection,Air taxi services
& Flight instruction
•
 UNIT 1

Answer key: Lesson 2

 Answer key 1.2
• 1) a) Major employer
• b) efficient user of resources
• c) businesses
• d) explore geography and culture
• e) visit family and friends
• f) deliver mail and goods
• g) Meet with partners & customers
• 2) a) aircraft refuelling
• b) food caterers
• c) airport services
• d) ticketing and distribution
• e) aircraft maintenance and repair
• f) travel agents and operators
• g) freight forwarders
• i) financing
• 3) tax revenue, job creation and GDP., possible for foreigners to visit and make local
purchases
• 4) 3.5%
 Answer key 1.2
• 5)57 million
• 6)2.5 billion
• 7)5.5 million direct jobs ,9.5 million in the supply chain & 18 million
indirect jobs
• 8) job creation, socio-economic and political development of
destinations.,broader understanding of culture
• 9) world travel and tourism council
• 10)260 million
• 11) US =116.3 billion dollars; Spain=59.9 billion dollars and
France=53.8 billion dollars
• 12) Botswana, Okavango delta; tsodilo hills and Moremi game
reserve.
• 13)Tourism
• 14) Sustainable development goals
 Answer key 1.2
• 15) peace,planet,prosperity & people
• 16)17 SDGs ,15
• 17)1.No poverty 2.Zero Hunger 3.Good health & well being 4.Climatic
action 5.Life on land6. Life below water
• 7.Peace ,justice & strong goals8.Clean water sanitation 9.Reduced
inequalities 10.gender equality
• 11.Industry,innovation & infrastructure12,Responsible consumption &
production 13.Quality education 14.Affordable &
• Clean energy 15.Partnership goals 16.sustainable cities & communities
17.Decent work & economic growth
• 18) 1.Life below water2.peace,justcice & strong institutional goals.
• 19) 1.Gender Equality2.Responsible consumption & production 3.Climatic
action 4.Decent work & economic growth
• 5.Industry,innovation & infrastructure6.Reduced inequalities7.Affordable
& clean energy
 Answer key 1.2
• 20)Eco-tourism,2000
• 21)Green key & Global sustainable tourism criteria
• 22)Green key ,1800 ,29
• 23)Namibia,Angola
• 24)Irish,Phillipines & Eastern europe
• 25) increased travel connections available, Availablity
of seasonal fruits and vegetables year round and those
working in different countries like eastern europe,
philippines and irish are able to meet their families
more often. & delivery of humanitarian aids
•
 UNIT 1

ANSWER KEY 1.3

 ANSWER KEY 1.3
• 1) Chicago convention
• 2) 54 nations on 1st November 1944
• 3 a) A permanent body to oversee international cooperation on regulations,
procedures and standards.
• b) It provides a legal framework for civil air spaces.
• c) It provides rights over territorial airspace and also principles managing
the transport of goods and passengers.
• d) establish principles and methods in the adoption of new civil aviation
convention.
• E) A permanent body to oversee International co-operation on regulations,
standards & procedures governing civil aviation-ICAO
• 4) International Civil Aviation Organization
• 5) International Air Transport Association
 ANSWER KEY 1.3
• 6) a) Promotes safe and orderly civil aviation among its
member states.
• b) it works to establish international laws pertaining to
issues like hijacking, sabotage and terrorism.
• c) it helps developing countries to build and upgrade
airports.
• d) it sets international standards in fields like
airworthiness of aircraft, airports, navigational facilities
and communications.
• 7) 191 members
• 8)Montreal,Canada
• 9)IATA
• 10)1945
 ANSWER KEY 1.3
• 11)both help in making air travel economical, efficient and
safe
• 12) The difference between ICAO and IATA is that IATA
represents airlines whereas ICAO is part of UN and so it deals
with civil aviation at governmental levels.
• 13). to make air travel safer, more efficient and economical.
• 14) Standards and Recommended practices
• 15) Standard practice-A practice that is recognised as
necessary . Recommended practice-A practice that is
recognised as desirable
• 16) Safety, Personnel licensing, Operation of aircraft, airports,
air traffic services, accident investigation , Environment.
conservation
 ANSWER KEY 1.3
• 17)Annexes
• 18)Freedoms of Air
• 19)Annexes Subject
1 Licensing
2 Rules of Air
6 Operation of Aircraft
8 Airworthiness of Aircraft
• 20)Hugo Grotius
• 21) First Freedom: the right or privilege to fly across a country's
territory without landing. Almost all countries are partners to this
right.
• Second Freedom: the right or privilege to land for non-traffic
purposes (i.e., for technical reasons such as refueling without
boarding or deplaning passengers
•
 ANSWER KEY 1.3
• Third Freedom: the right or privilege to carry passengers or cargo from
one's own country to another.
• Fourth Freedom: the right or privilege to carry passengers or cargo from
another country to one's own.
• Fifth Freedom: the right or privilege to carry passengers from one's own
country to a second country and from there to a third country.
• Sixth Freedom: the right or privilege, in respect of scheduled International
air services, of transporting, via the home state of the carrier, traffic moving
between two other states.
• Seventh Freedom: Right of the airline of one country to carry
passengers from foreign to foreign without moving via the home
country.
 Answer key 1.3
• Eighth Freedom: the right or privilege, in respect of scheduled
international air services, of transporting cabotage traffic
between two points in the territory of granting state on a
service which originates or terminates in the home country of
the foreign carrier or (in connection with the so-called seventh
freedom of the air) outside the territory of the granting state.
• Ninth Freedom: the right or privilege of transporting
cabotage traffic of the granting state on a service
performed entirely within the territory of the granting
state.
 ANSWER KEY 1.3

• 22) Airlines must follow the country's rules in the following areas: air traffic control,
ground services, sanitation, environmental requirements and the rights of passengers in
case of theft, loss or accidents.
• 23)Five
• 24)True
• 25)
• 1. FAA- Federal administration agency
• 2.EASA- European aviation safety agency
• 3.SPRCAC- South pacific regional civil aviation council
• 4.AFCAC-African Civil Aviation Commission
• 5.EAC-European Aviation Commission
• 6. LACAC- Latin american civil aviation council
• 7.SPRCAC-South Pacific Regional Civil Aviation Commission
• 8.ATA- Air transport association of america
• 9.AFRAA- African airlines association
• 10.AACO- Arab air carriers association
 ANSWER KEY 1.3

• 11.AEA-the Association of European Airlines

• 12.AITAL-the Association of Latin American Air Transport
• 13.AAPA-the Association of Asia-Pacific Airlines
• 14.ASPA-the Association of South Pacific Airlines
• 15.ASAA- the Association of South Asian Airlines
• 16.ERAA- the European Regions’ Airline Association
• 26)False
• 27)Havana,Cuba
• 28) a)Value creation
• b) innovation
• c) safe,
• d) secure
• e)profitable air transport industry
 Answer key 1.3
• 29)Intermediary
• 30) IATA seeks to ensure that countries are well informed about the
complexities of the aviation industry .
• 31)i) works for the interests of airlines,
• ii) it challenges unreasonable rules and charges,
• iii)To bring about sensible regulation.
• 32)i) Develop standards upon which the air transport industry is built
• ii) its aim is to simplify processes
• iii) increasing passenger convenience
• iv) reducing costs
• v) improving efficiency
 ANSWER KEY 1.3

• 33) IATA helps airlines to operate

• i) safely,
• ii)securely,
• iii)efficiently,
• iv)economically under clearly defined rules
• 34)i) represent,
• ii) lead
• iii) serve the airline industry.
1.4
1.The Airline Industry is a Service Industry
2.Leased aircraft account for 40 % of the worldwide fleet
3.The start up and operation of an airline does not require lots of financial
funding.True/false-FALSE
4.Because the airline business is highly _capital intensive many airlines lease out
their aircraft
5.7 features of the Airline Industry
• Capital intensive
• High cash flow
• Labor Intensive
• Highly competitive
• Thin profit margin
• Seasonal
6._Seasonal__________ in the airline is determined by the movement of money in
and out of business
7.The Airline Industry is also known as _service__________ industry because it
employs thousands of people around the world
8.__Employee costs________ are one of the major expenditures in the Airline
Industry
91/3rd of the generated revenue from the airline industry is spent on workforce
10.3 requirements from the Airline Industry because of its highly competitive
nature
1.innovative ways to attractcustomers
2.Innovative ways to retain customers
3.Maintain minimum industry standards
11.The Airline industry is at risk of becoming unprofitable because of increasing
_Fuel costs__, which further accounts for ___Thin profit margin________
12.__Earn profit to satisfy share holders________ &_Investment in equipment &
facilities are genuine challenges for the Airline Industry
13.The Airline industry is in a highly volatile environment recently due to 3 reasons
1.Economic recession
2.Increased fuel
3.High security costs
 2.1

AIRLINE INDUSTRY CHANGES

1. Airline deregulation began in the year 1970S.
2. Before deregulation, the airline industry was PUBLICLY CONTROLLED & _HIGHLY REGULATED.
3. Deregulation in USA began in the year 1978
4. Before deregulation govts controlled _FARES & _ROUTES
5. Another name for deregulation OPEN SKY POLICY
6. From the perspective of the traveller the most important outcome of deregulation was LCC which was
accompanied by INCREASED COMPETITION & DISCOUNTED FARES
7. SINGAPORE Airline won the world’s best airline award from condenast traveller and sky trax.
8. The introduction of LCC attracted new customers through EXTENSIVE DISCOUNTING & INCREASE IN
THE SIZE OF OVERALL MARKET.
9. SINGAPORE & EMIRATES airlines offer premium customer service.
10. EMIRATES airline won the Sky trax award for the best inflight entertainment.
11. ICE means INFORMATION,COMMUNICATION & ENTERTAINMENT
12. The differential services offered by Singapore airlines are LEATHER SEATS,SUITES,BOOK THE COOK .
13. 5 benefits of airline alliance are LOWER FARES,GREATER AVAILABILITY OF FLIGHTS,GREATER OPTION
OF DEPARTURE TIME,REDUCED TRAVEL TIME ,SPECIAL OFFERS & ENHANCED FREQUENT FLYER
PROGRAMS.
14. The First global alliance was between KLM ROYAL DUTCH AIRLINE & NORTH WEST airline in the
year1989.
15. Airline alliance is an agreement between 2 or more airlines on MARKETING & COST REDUCTION. This
co-operation helps the airline to improve their performance in the areas of AIR TRANSPORT &
CUSTOMER SERVICE.
16. 3 largest alliances are STAR ALLIANCE,SKY TEAM & ONE WORLD.
17. Sky Team 2000 year 730 MILLIOM passengers 1060 destination.
18. Star Alliance 1997 year 727 MILLION passengers 1316 destination.
19. One World 1999 year 527 MILLION passengers 1000 destination.
20. The key feature of airline alliance is CODE SHARE AGREEMENT.
21. CODE SHARE AGREEMENT is an agreement to share flights and corresponding codes.
22. The major challenges due to the alliances are efficient customer service, maintaining standards and
protocols, delays ,transaction costs,maintain service standards of the airline & crises.
23. LCCs emerged during the 1990s
24. Other names for the LCCs are no frills carrier, budget airline & discount airline.
25. Keeping cost as low as possible is the business model of LCC which has helped to capture market
share from the FSC airlines.
26. The no-frills approach of LCC has eliminated BUSINESS class.
27. The key feature of an LCC are LOWER FARES & FEWER COMFORT.
28. Only customers have accepted the concept of LCC. True/false-FALSE
29. 6 points-Business model of southwest airlines.
• LIMITED PASSENGER SERVICES
• VERY LOW TICKET PRICE
• SHORT HAUL FLIGHTS
• HIGH AIRCRAFT UTILIZATION
• LEAN & HIGHLY PRODUCTIVE CREW
• FREQUENT RELIABLE DEPARTURES
30. The LCCs have made a big impact in EUROPEAN market (European/Asian),where there market share
has increased from 9% TO 39%
31. RYAN AIR is the largest LCC in Europe. It started in the year 1991, and handles 126 MILLION
passengers annually.
32. EASY JET is the second largest LCC, started in the year 1995 serves 81.6 MILLION passengers
annually.
33. SOUTHEAST ASIA witnessed explosive growth of budget airline since 2000(Southeast Asia/Southwest
Pacific/Europe).
34. As a result of airline deregulation air travel has become a AFFORDABLE & COMMODITIZED service.
35. AIR ASIA is the major LCC in the Asian region and it belongs to airline.
36. Internet became popular since the 1990
37. Buying & selling products and services through internet is called E-COMMERCE.
38. For airlines internet has become NEW CHANNEL FOR TICKET DISTRIBUTION
39. More than 80 % of people with internet access have used the internet to buy products online.
40. IN 2015, there were 200 MILLION online shoppers in USA.
41. ORBITZ,EXPEDIA & TRAVELOCITY are examples of online travel agencies that has given price
transparency.
42. E COMMERCE (m-commerce/e-commerce) has led to a revolution in the customer service
techniques.
43. Because of self-service options the customer service offered by human agents have decreased, T/F.-
TRUE
44. Online travel agencies give the customers PRICE TRANSPARENCY
45. Mention the 9 advantages of internet.
• PRICE TRANSPARENCY
• BETTER INFORMED CUSTOMERS
• QUICK & EASY ACCESS ON ALTERNATE FARES
• HEIGHTENED COMPETITION DUE TO SHIFT TO THIRD PARTY SITES
• NEW OPPORTUNITIES TO DIFFERENTIATE AND GAIN MARKET SHARE
• EASY TO USE WEBSITES
 • CAN BUY TICKETS & SERVICES AT ANYTIME FROM ANYWHERE-CAN BE DONE BY CUSTOMERS
THEMSELVES
• ONCHECKIN & ONLINE SUPPORT
• INCREASED ACCESS TO INFORMATION ANYTIME ,ANYWHERE .
46. Sequence of transportation in the airline industry.
• AIRLINE DEREGULATION
• GLOBAL ALLIANCE
• LCC
• ROLE OF INTERNET
47. The INTERNET & GROWTH OF SELF SERVICE TRANSACTION have changed the way airlines interact
with the customers.
48. LCCs charge extra for the following services:PRIORITY BOARDING,SEAT ALLOCATION,CHECKED
BAGGAGE,MEALS & DRINKS
49.
• Mention the 9 points for airline industry challenges.
• ECONOMIC SWINGS DUE TO CHANGE IN FUEL PRICE
• GLOBAL HEALTH PANDEMICS
• SECURITY THREATS
• STRUCTURAL AIRLINE OVERCAPACITY
• LOW BARRIERS FOR NEW START UPS
• DISTINCTION BETWEEN LCC & FSC IS BLURRING-FSCS REDUCED FARES AND CHARGED EXTRA
FOR MEALS & CHECKED BAGGAGE LIKE LCCs
• AIRLINES ARE IN PRESSURE TO CUT DOWN COSTS.
• AIRLINE HAVE TO RESPOND TO CUSTOMER’S CHANGING NEEDS,EXPECTATION &
SOPHISTICATION.
• LCCS ARE REQUIRED TO BE DIVERSIFIED,PROMOTE TRAVEL TO NONWESTERN COUNTRIES
AND THEY ALSO STARTED OFFERING FREQUENT FLYER PROGRAMS,PRIORITY BOARDING &
BUSINESS CLASS FARE.
50. TRACKING BAGGAGE ON DOMESTIC FLIGHTS & AVAILABILITY OF VARIOUS AMENITIES are the
differential features of Delta airlines.
51. KLM & CATHAY PACIFIC airlines offers ipads to customers in their lounges.
52. JETSTAR & WOW ICELAND EXPRESS airlines rent out ipads to customers on board.
53. ETHNIC FOOD & ASIAN CABIN CREW are the facilities offered by the Western airlines, to attract China
& Southeast Asian countries.
54. EMIRATES airlines employs cabin crew from over 130 countries.
55. European airline was de regulated in the year 1990
56. SINGAPORE airline won the skytrax award of the year FOUR times in a year.
57. SINGAPORE & EMIRATES airlines provide premium customer service.
58. ICE was offered by Emirates since 2003
59. Emirates ICE service is available in 10 languages

59 4 unique services rendered by emirates airline

• Emirates offers premium seating in first class, including a full suite with doors featuring a seat that
converts into a flat bed, personal entertainment system and mini-bar.
• On its Airbus 380-800 series aircraft, Emirates' first class features private suites, two shower-
equipped lavatories and a spa, and access to the first/business class bar area and lounge.
Premium class seating is located on the entire upper deck of Airbus 380-800 aircraft

60. Currently more than 50% of the airline capacity is served by Alliance airlines
61. 5 challenges due to global alliance
• REPEAT QUESTION
62. Some LCC offer NO CHARGEABLE SEATING & FREE BAGGAGE ALLOWNACE service in Business class
63. SELLING FOOD & DRINKS has now become an important source of additional revenue for the LCC
64. 4 features of LCC
o NO FREE INFLIGHT SERVICE
o Elimination of Associated costs
o Change for priority boarding, seat allocation & checked baggage
o They inform customers what service they need to expect & what to expect.
65. Southwest airlines started in the year 1971 and become profitable in the year 1973

67).The percentage of airline capacity by oneworld57.7%,sky team 6.6% & star alliance 18.5%.
68.The unaligned alliances contribute to 17.2% percentage of the airline capacity.
69.South west airlines carry 100 million passengers annually
70.The rank status of Southwest in USA & World-biggest in USA & Second largest in the world.
71.LOW COST & RELIABLE SERVICE are the major strategies of South west airlines
72.4 services that South west airlines do not offer.
73.Easy jet is based in LONDON,UNITED KINGDOM country,and has 240 aeroplanes
74.The majority of Asia’s LCC are based in the countries of THAILAND,SINGAPORE & INDIA
75.The headquarters of AirAsia is located in KUALA LUMPUR,MALAYSIA
76. DUBAI is the hub of emirates airline
77. DEREGULATION lead the formation of global alliance.
78.Airline alliances offer connectivity through ONLINE & INTERLINE CONNECTIONS.
79.The merger of KLM & Air france took place in the yearMAY 2004 & their headquarters is located at
CHARLES DE GUALLE airport in PARIS
80.The transatlantic alliance is between AIRFRANCE,KLM,NORTHWEST AIRLINES.
81.Airfrance & KLM form a part of SKYTEAM alliance.(one out of the three alliances).
82.The rise of LOW COST AIRLINES airlines have changed the air travel in recent times.
83. INTERNET has changed the way the people buy airline tickets and research travel options.
84.The internet has heightened the competition in the airline industry through shift of control to THIRD
PARTY
85.The OTA s provide the customer with PRICE TRANSPARENCY.
86.The additional source of revenue to the LCC is the SELLING FOOD & DRINKS
87.Airfrance-KLM –Delta merged with NORTH WEST in the year2008.
88. GLOBAL ALLIANCE were formed as a result of highly competitive market because of deregulation.
89.The ways through which the airlines ‘s are trying to meet customer’s changing needs & expectations
are 1.VARIATIONS IN THEIR HARDWARE SUCH AS INFLIGHT ENTERTAINMENT SYSTEM,SEAT PITCH
,LOUNGES & MEALS.
 AGE OF CUSTOMER
1. We are currently in which AGE OF CUSTOMER
2. In the age of customers,SOCIAL MEDIA makes it possible to connect with each other.
3. One of the new technologies in the age of customers is SOCIAL MEDIA
4. FACEBOOK,TWITTER,YOUTUBE,BLOG are examples of social media.
5. Online agencies like TRIPADVISOR & TRAVELOCITY help post comment preview.
6. 89% of world’s population is connected.
7. 31% of developing world and77 % of developed world are connected.
8. In the age of customers BUYERS (Buyers/sellers) have more power.
9. In the age of customer, companies understand the following
• No longer control over customers
• Interact with customers
• Expand offerings
• Diversification in business
10. The only sustainable competitive advantage is KNOWLEDGE OF & ENGAGEMENT WITH CUSTOMERS
11. The priority areas in customer-obsessed companies are
• REAL TIME CUSTOMER INTELLIGENCE
• CUSTOMER EXPERIENCE & SERVICE
• SALES CHANNELS
• INTERACTIVE MARKETING & USEFUL CONTENT
12. To deliver excellent customer service, airlines must identify customers as unique,addressable
individuals,& delivering service based on the needs
13. Excellent customer service is the key differentiation for an airline.
14. The primary goal of any airline is to achieve operational excellence
15. Operational excellence can be achieved through providing a limited range of standard routine services
in an efficient,consistent & cost effective way.
16. Goals and performance indicators for the airline are based on safety,punctuality,standardization ,cost
containment & excellent logistics.
17. Customer needs are to be treated as a valuable asset for an airline.
18. In an airline’s operation safety should never be compromised, cost containment is very essential.
19. In the age of customer, airlines need to move beyond one size fits all approach.
20. Price, schedule & Frequent flyer programmes.are outdated ideas about the customers.
21. Operational excellence is about providing standard routine services whereas excellent customer service
is about delivering services based on the customer needs..
22. Operational excellence involves focusing on lowering costs,improving quality & providing consistent
reliable service.
23. The important key for customer centric organization is putting employees first
 24. customer centric airline considers satisfied customers as their true asset.
25. Faith,Fortitude, Employees first ,they talk the talk & walk the walk are the 4 key components of
customer centric organization.
26. South west airlines is an example of an airline that is truly customer centric.
27. Employees attitude about their Job & company can make/break the experience they provide for
customers.
28. Customers are always right. T/F-false
29. Customer centric organization knows when to support a Employee (employee/customer).
30. Full form of WARCA.-The world wide Airline customer relations association
31. An organization’s mission statements should explain the company’s purpose,Market it intends to
serve,How it intends to serve,attitude towards service.
32. The utility of mission statement aremotivational tool,glue,valuable & concise
33. All employees should have a sense ofownership to the company.
34. Promoting methods of providing consistent customer service is the goal of WARCA.
35. WARCA has 70 airlines as members.
36. Marketing & Communication departments use mission statements in advertisements and slogans.

ADDITIONAL QUESTIONS

37.Customers get information and impression of the services provided through price transparencies & online
reviews by OTAs
38.Lufthansa’s operational excellence philosophy is a culture enpowered by systematic management of (6
POINTS) processes, resources, environment, safety, reliability and efficiency to achieve world-class
performance.
39.Lufthansa’s operational excellence focuses on staff motivation & customer needs.
40.cost cutting is on top of Lufthansa’s agenda
41.Objectives of Lufthansa’s consulting team(8 points)
• Reduction of cost
• Improvement of aircraft use
• Shorter turnaround times
• Reduction of delays
• Enhancement of efficiency and quality
• Faster decisions
• Commitment to success
• Customer satisfaction.

42.Zappos & Amazon are the companies considered classic examples of customer centric organization
43.In the age of customer and highly competitive market it is important for the airline to achieveoperational
excellence & building long term customer relationship.
44.In the age of customers OTAs helps customers to compare prices ,services and reviews.
45. In the highly competitive airline market it is a challenge to attract & retain customers
46._ Operational Excellence is about continuous innovation and change towards best practice and
sustainability.
47. Mission statement is a written articulation of a company’s vision and mission.
48. Mission statement is the crystallization of the company’s purpose.
 UNIT 2

ANSWER KEY 2.3

 UNIT 2.3
1. Difference between operational and customer service excellence.-
Operational excellence is providing standard routine service in a cost
effective & efficient way.Customer service is providing service based on
the needs of customers.
2. Only the frontline staff has impact on customers. T/F-false
3. The MISSION STATEMENT states the non-financial purpose of the
company.
4. EXCELLING IN CUSTOMER SERVICE is critical for airline’s survival.
5. MANAGERIAL & SUPERVISORY SKILLS are the qualities required for
the front office staff.
6. MANAGERIAL & SUPERVISORY skills are important for the creation of
customer-oriented organization.
 UNIT 2.3
7.Manager requirements 1.Managerial & supervisory skills2. Thorough understanding of policy &
procedures 3.Talk & Listen to customers 4.Instill enthusiasm in the staff.
8.Frontline staff are influential because of (7 points)
(a)To make that all-important first impression.
(b)To gain or lose customers.
(c)To convert a crisis into an opportunity.
(d)To create lasting and satisfying relationships with customers.
(e)To act in a way that drives customers to the airline's competitors.
(f) To look forward to each encounter with a customer, or to resent the intrusion every time
someone calls for help.
(g)To influence the customer to feel one of two things–either satisfaction, or displeasure with the
airline and its service.

9.The secret of success on the frontline is to think as SERVICE PROVIDERS

 UNIT 2.3
10.Frontline staff must be TECHNICALLY & INTERPERSONALLY
competant.
11.It is always possible to do what the customer wants. T/F-FALSE
12.Customer service is BEING SERVED, customer satisfaction is
FEELING SERVED
13.The LAST METER(3 FT) distance between the frontline staff and
customer makes all the difference.
14.Customer LOYALTY exists only as long as there is no alternative.
15.Cabin crew is also called FLIGHT ATTENDANTS
16.The primary duty is SAFETY, whereas secondary is
WELFARE/COMFORT.
17.Cabin crews are the FACE of the airline.
18.The role of the cabin crew can be PHYSICALLY DEMANDING & THEY
HAVE TO BE FLEXIBLE TO WORKANYDAY OF THE YEAR
 ANSWER KEY 2.3
• 19.Duties of cabin crew :
• (A) Before flight are
• greet the passengers as they board the aircraft,
• direct them to their seats
• and ensure that all luggage is safety stored away in the overhead cabins. Once all the passengers are
on board and seated,
• B)Once passengers are seated cabin crew demonstrate the emergency procedures while the airplane is
preparing for takeoff.
• (C) During flight
• the crew members assist passengers,
• make calls on behalf of the captain and
• serve food, drinks and sell duty free goods. As well the cabin crew promote the new airline products
on board such as, frequent flyer programs and new services on ground.
• (D)After flight
• They ensure that passengers disembark the aircraft safely.
• The crew members are then asked to complete a written report that records all details of the flight.
For instance: duty free sales, food and drinks sales,
• Record any unusual incidents and customs and immigration documentation.
 ANSWER KEY 2.3
• 20.Inside the flight the cabin crew has to deal with emergencies like CABIN FIRES & FIRST
AID SITUATIONS
• 21.Duties of the airline reservation agents. (11 points.)
• Answering inquiries regarding information such as schedules, accommodations
, procedures, and policies.
• Making and confirming reservations for transportation and accommodations
• Planning routes, itineraries, and accommodation details, and compute fares and
fees,
• Conferring with customers to determine their service requirements and travel
preferences.
• Preparing customer invoices and accepting payment.
• Maintaining computerized inventories of available passenger space and provide
information on space reserved or available.
• Providing clients with assistance in preparing required travel documents and forms.
• Examining passenger documentation to determine destinations and to assign
boarding passes.
• Announcing arrival and departure information, using public address systems.
• Checking in baggage and cargo and directing passengers to designated locations for
loading.
• Providing customers with travel suggestions and information sources, such as guides,
directories, brochures and maps.
 ANSWER KEY 2.3
• 22.The skills required for airline reservation agents(5.skills page 39)
• 1.Friendly, courteous and helpful
• 2.Strong customer service and communication skills.
• 3. They need to provide clear and accurate information to assist passengers and
other staff.
• 4.They must also be prepared to deal with passengers who may be stressed, angry
or emotional
• 5.They must have effective Listening & problem solving skills.

• 23.To deal effectively with customers the requirements are

• 1. require knowledge of principles and processes for providing customer and personal
services.
• 2.Assessing customer needs,
• 3.Meeting the airline's quality standards for services
• 4.Evaluating customer satisfaction and responding accordingly
• 24.RAMP/BAGGAGE AGENTS are responsible for marshalling the aircraft loading and
unloading
 ANSWER KEY 2.3
• 25.Duties of ramp agents include
1. Marshalling the aircraft
2. Transferring Luggage & cargo
3. Observing safe ground handling procedures
4. Servicing the aircraft
5. Assisting in ramp set up and storage of equipment and baggage
• 26.Airport baggage agents must be highly qualified. T/F-FALSE
• 27. ASSIST PASSENGERS WITH BAGGAGE PICKUP AND RESOLVE ISSUES FOR DELAYED, LOST
OR DAMAGED ITEMS. are the duties of airport baggage agents.
ANSWER KEY

2.3 (28 TO 58)

 ANSWER KEY 2.3
• 28.10 points of customers.
• 1.No customers=no airline
• 2.Not dependent on you but otherwise
• 3.Customers are not outsiders they are part of it.
• 4.Not who interrupt your work they are the purpose
• 5.You are not doing a favor but they are favoring you
• 6.Customers have needs-never promise what u cannot deliver
• 7.Customers are not people with whom you argue
• 8.Customers deserve courteous and attentive treatment
• 9. Customers are not numbers on balance sheets/cold statistics-they have
emotions & feelings-deserve high standard of service-their expectations are
growing
• 10.Customers are the lifeblood of airline
 ANSWER KEY 2.3
• 29.High cost of losing a customer. 5 points. \
• It is cheaper to retain old customers than bring in new ones(it costs 10 times
more to attract new customers)
• Out of 27 dissatisfied customers-26 will not complain-ONLY ONE WILL COMPLAIN
• Out of the Total 27-(each one will tell 10 others=27*10=270)
• THE AIRLINE LOSES 270 CUSTOMERS
• 95% of these customers will not fly again
• Complaints are rectified 82-95% will stay,20% -will do business-apology-received
70%-stay-problem is solved to their satisfaction,90% return-problems solved
quickly, a happy customer will tell 8 people.
• 30.Making authentic promise is the key for satisfied customer. T/F-true
• 31.All airlines offer the same promise. T/F-false
 ANSWER KEY 2.3
• 32. RYAN AIR & SOUTH WEST are best airlines in terms of price differentiation.
• 33. SINGAPORE & EMIRATES are best airlines in terms of exceptional service.
• 34. CONDOR & BANGKOK are best airlines in terms of holiday destination.
• 35.EPS stands for EXPECTATION,PERFORMANCE & SATISFACTION.
• 36.Internal factors that influence a customer service evaluation. 5 points.-
examples in the textbook
1. HELPFULNESS
2. EFFICIENCY
3. RELIABILITY
4. PERSONAL INTEREST
5. CONFIDENCE
• 37. CUSTOMER EXPECTATIONS are the attitudes held by customer towards a
company.
 ANSWER KEY
• 38.External factors that influence customer evaluation. 4 points.(page 47)
1. ANECDOTAL EVIDENCE
2. SOCIAL MEDIA INFLUENCE
3. ONLINE REVIEWS-OTAs like TRIPADVISOR & EEZEER.COM
4. MEDIA COVERAGE
• 39. CUSTOMER SERVICE is the spectrum of activities designed to enhance
customer expectations and enjoyment of benefits.
• 40.Service providers can afford to have off-days. T/F-FALSE
• 41.Contact situations are also called MOMENTS OF TRUTH
• 42. PRE-JOURNEY,DEPARTURE AIRPORT, ENROUTE &DESTINATION AIRPORT
,POST JOURNEY are the customer’s encounters.
 ANSWER KEY
• 43.The customer tend to discriminate between carrier on basis of PERIPHERAL
services only.(Core/Peripheral)
• 44. JOURNEY is an airline’s core/primary service, whereas CUSTOMER
SERVICE is an airline’s secondary /peripheral service.
• 45.The critical element in the success of the airline what happens between
FRONTLINE STAFF & CUSTOMER
• 46.CABIN CREW,AIRLINE RESERVATION AGENTS, RAMP
AGENTS/BAGGAGE HANDLERS & AIRPORT BAGGAGE AGENTS are the
frontline staff in our organization.
• 47.Online check-in has now become a CORE service.
• 48.6 Examples of peripheral services
• Providing special check-in facilities for families
• Providing airport lounges
• Providing free inflight entertainment
• Providing flat-lie beds in premium class
• Possibility to pre-order meals
• Providing limousine service for Premium passengers
 ANSWER KEY
• 49.Objectives of customer service pertaining to customer
• To create a great customer experience and favourable impression of
the
airline,.
• To ensure maximum customer satisfaction.
• To make sure that the customer is aware of the benefits of flying with
the
airline.
• 50.Objective of customer service that is beneficial to airline.
• To add to airline revenue by providing a high level of customer service.
• 51.Excellent customer service is beneficial only to customers.T/F-
FALSE
• 52.Good customer service is hard to quantify. T/F-TRUE
• 53. Recently even ONLINE CHECK-IN is an example of core service.
• 54. Successful airlines do not pay much heed to customer service. T/F-
FALSE
• 55.A SATISFIED CUSTOMER is the valuable asset of the airline.
 ANSWER KEY 2.3
• 56.Practical ways to put customers first.(3 points)
• Select the right people, and put them in the right positions
• Establish and communicate customer service standards
• Provide ongoing customer service training.
• 57.4 reasons why frontline staff may not create great experience for customers.
1.Poor hiring practices
• 2.Job assignments,
• 3.Lack of standards
• 4.Insufficient training
• 58.The various types of front line staff(5 )
1. Cabin crew
2. Airline Ticketing agent
3. Airline Reservation agents
4. Ramp agents/baggage handlers
5. Airport baggage handlers
ANSWER KEY

LESSON 2.3
59 TO 84
 ANSWER KEY
• 59. Cabin crew usually undergo training for 4 TO 6 WEEK duration.
• 60.Airline reservation staff must use EFFECTIVE LISTENING & PROBLEM SOLVING
skills to solve problems of customers.
• 61.Five baggage handing situations that customers expect. Permanent baggage
tags
• Home-printed bag tags
• Baggage delivery on time
• Offsite/remote bag drop
• Improved lost luggage,reporting or processing
• 62. CUSTOMER EXPECTATION are attitudes held by customers towards a company/
product/ service/
 ANSWER KEY
• 63.“ Was the staff member who booked my journey interested in helping or was I
just another faceless customer who had to be dealt with” This indicates
PERSONAL INTEREST internal factor
• 64.“Did the person I dealt with know what they were doing or did they seem
unsure of themselves .This indicates CONFIDENCE internal factor.
• 65.“ Was the staff member who handled my business willing to answer all my
queries or did they seem to find them annoying? This indicates HELPFULNESS
factor.
• 66. Can I feel confident that the staff member did what I asked him or her to do, or
will I have problems with my travel arrangements when I take my trip?This indicates
the RELIABILITY internal factor.
• 67. 91% percentage of dissatisfied customers will not fly again.
• 68.82 TO 95% percentage of dissatisfied customers will stay with the airline if they
perceive that the service provider(airline)is making effort to remedy their
complaint
 ANSWER KEY
• 69.It is 10 times costlier to attract a new customer than to retain new ones.
• 70.4 Skills required for baggage agents.
• A high school diploma.
• Highly developed interpersonal skills
• They must be able to stay calm in stressful situations
• Deal with distressed passengers in a diplomatic manner.
• 71.Baggage agents use COMPUTER SOFTWARE to track and catalogue the baggage
• 72.Baggage agents must have high INTERPERSONAL skills.
• 73.20% percentage of complaining customers will stay back if the airline forwards an apology
• 74.70% percentage of complaining customers will stay if the complaints are resolved.
• 75.90% percentage of complaining customers will stay if the complaints are resolved quickly.
• 76. CUSTOMER EXPECTATIONS are attitudes of the customers towards a company
 ANSWER KEY 2.3
• 77.Customer expectations relate to SERVICE,PRODUCT & PROFESSIONALISM OF PERSONAL
CONTACT.
• 78.Good customer service is INTANGIBLE (tangible/intangible)
• 79.A bad customer service reduces the MORALE & EMOTIONAL WELL BEING of the front line
staff.(page 52)
• 80.Customers do not but products they buy only FEELINGS & SOLUTIONS.
• 81.Internet has made air travel available to MOBILE type of customers(mobile/static)
• 82.SKILLS FOR CABIN CREW(6 points)
1. Excel in customer service
2. Always remain friendly,
3. Approachable
4. Enthusiastic with a
5. Good sense of self-presentation.
6. Flexible
• 83.The key element in customer service is to strife for LOYALTY & QUALITY SERVICE
• 84. FRONT LINE STAFF are the first to connect with the customer until the end of the journey.
Module 3.1:

NEW TRENDS IN CUSTOMER SERVICE

1. The focus in recent times has shifted from mobile technology to MOBILE COMPUTING.
2. The always connected traveller will demand information & services delivered at all times. T/F-
TRUE
3. Mobile devices give customers MORE ACCESS & FLEXIBILITY
4. The new age of traveller self-service is driven by ADOPTION OF SMART PHONE & TABLETS
5. M-COMMERCE enables an airline to provide range of services through apps.
6. Both airlines and airports expect the INTERNET & MOBILE PHONE to be the top two sales
channels.
7. The use of technology like apps are primarily meant for CUSTOMER RETENTION (Customer
retention/attracting new).
8. The next step to m-commerce e is PERSONALIZED PROMOTION & MARKETING
9. SOCIAL MEDIA provides the customers to instantly comment and influence the social
environment.
10. Instant communication through social media makes it easy for the airlines to keep up with
customers. T/F-FALSE
11. Customers are also using social media to report situations. T/F-TRUE
12. ANTICIPATE,CREATE A PLAN & TEST IT,IDENTIFY A CRISES TEAM,ESTABLISH NOTIFICATIONS &
MONITORING SYSTEM,COMMUNICATE,COMMUNICATE & COMMUNICATE,THE DEATH OF
SUPER INJUNCTION ,POST CRISES ANALYSIS are the (7)steps to successful crisis management
for airlines.
13. ( OUT OF PORTION) are the key factors for effective crisis management.
14. SOCIAL MEDIA & MOBILE TECHNOLOGY are the latest innovative trends.
15. SOCIAL NETWORK is used largely as a sales channel to engage with customers.
16. Airlines are using SOCIAL MEDIA & APPS to interact, market & sell products to customers.
17. DELTA was the first airline to use facebook.
18. QANTAS airlines provides for i-phone application for frequent travellers.
19. I phone was invented in the year 2007
20. Annual sales of Smartphone1.46 BILLION units
21. I pad was introduced in the year 2010
22. Reports of global survey 2017 ( 4 points)
• 74% -EBOARDING PASS ON SMART PHONE
• 82% -DIGITAL PASSPORT
• 49% SELF BAG DROP
• 78%-MAXIMUM ACCEPTABLE TIME FOR BAGGAGE 3 MINUTES
23. Utilities of M-commerce
• NEW MARKET & CUSTOMER CONTACT POSSIBILITIES
• AIRLINE DISTRIBUTE APPS,WEBSITE TO ATTRACT AND INTERACT WITH CUSTOMERS
24. Mobile use is expected to exceed 16 BILLION by 2020
25. As purchasing of air tickets through apps happens DIGITAL payment replaces CASH payment
26. QANTAS airline provide I phone application to frequent flyers
27. Facilities offered by cathay pacific (3)
• CUSTOMISED MOBILE PHONE APPLICATION
• AIRLINE’S 70 CITY TRAVEL GUIDE
• AIRLINES MEET THE TEAM
28. Reasons for airlines failure to leverage the benefits of M-commerce (4 )
• ABSENCE OF ECOMMERCE AS CORE ELEMENT
• SILOED OPERATIONS
• LACK OF OWNERSHIP
• LACK OF SECURE & EFFICIENT PAYMENY SYSTEM & LEGACY TECHNOLOGY
29. Applications of M-commerce in the Airline industry(5)
• APP MESSAGING
• PERSONAL TOUCH
• INSTANT CONTACT
• LOCATION TRACKING
• PAYMENT
• PUSH NOTIFICATION
30. NEW ZEALAND airline provides interactive online experience through emojis
31. FACEBOOK social media is the top website in USA
32. Twitter has 330 million registered users.
33. Over years mobile phones have become a standard accessory for the FREQUENT travelers.
34. Uses of “app” application provided by the airlines for customers(7)
• TICKET PURCHASE
• EBOARDING PASS 24 HRS IN ADVANCE
• SEAT SELECTION
• DIGITAL PASSPORT
• STATUS OF FREQUENT FLYER BALANCE
• ACCESS TO SUMMARIES
• BAGGAGE TAGGING
35. M-commerce creates the following possibilities for the Airline(5)
• NEW MARKETING
• CUSTOMER CONTACT POSSIBILITIES
• BEING IN CONTACT WITH CUSTOMERS THROUGHOUT THE JOURNEY.
36. Airlines started to develop and distribute “app” to ________ & __________ the customers.
37. (5) steps for a crisis response plan(REPEAT QUESTION)
38. COMMUNICATE is the first rule of crisis management
39. POST CRISES ANALYSIS is a must do activity for any crisis team
40. Members of crisis communication team(3)
• CEO
• PUBLIC RELATION EXECUTIVES
• LEGAL COUNCIL ( AS ADVISORS)
41. There are 2.19 BILLION active facebook users in USA
42. Airlines usually provide booking options & special offers to customers through social media like
FACEBOOK & TWITTER
43. Icelandic volcanic crisis happened in the year 2010
44. The airlines that used social media during the Icelandic crisis
• KLM TWITTER
• VIRGIN ATLANTIC FACEBOOK
• BRITISH AIRWAYS FACEBOOK
45. Requirement of airlines during crisis are MAINTAIN & BUILD TRUST_
46. Hudson river crash happened in the year 2009
47. Most of the airlines today manage crises through SOCIAL MEDIA
48. JETBLUE & SOUTHWEST are the US airlines that use social media to be in touch with the
customers.
49. DELTA is the only airline using facebook to book air tickets since 2010
50. Uses of Social media in the airline industry(8)-OUT OF PORTION
 3.2 MULTI-CHANNEL CUSTOMER SERVICE.

1. MULTICHANNEL customer service is to provide customers with options like telephone,

mobile etc. to communicate.
2. The delivery of service & support to customers via multiple communication channels is
called MULTICHANNEL CUSTOMER SERVICE
3. Multichannel service should also concentrate on providing SEAMLESS experience to
customers.
4. 2 advantages of telephone communication RESOLVING COMPLEX ISSUES DURING FIRST
CONTACT & PROVIDING RICH PERSONAL INTERACTION
5. Disadvantage of telephone communication is VERY EXPENSIVE
6. CUSTOMER SERVICE & SUPPORT are the key facets when introducing a new sales channel.
7. 5 online customer service techniques EMAIL,WEB SELF SERVICE,ASSISTED BROWSING,CLICK
TO CALL BACK
8. CLICK TO CALL BACK technology enables customers to schedule a call at a convenient time.
9. ON LINE CHAT service channel allows for real-time interaction with the customers.
10. EMAIL allows for asynchronous communication.
11. SOLVING LOW PRIORITY & LESS COMPLEX ISSUES are uses of e-mail.
12. WSS provide 24*7 service.
13. WEB SELF SERVICE facilitate for interaction that are low in complexity and high in volume.
14. WSS helps to resolve problems by the customers themselves quickly and effectively.
15. SOCIAL MEDIA allows for monitoring by a broad audience.
16. SOCIAL MEDIA helps airline to deliver service through various channels.
17. SOCIAL MEDIA is a communication channel that helps customers to receive information
and promotions.
18. KIM/AF introduced CONNECT SERVICE service to stay connected with customers.
19. Upset customers can easily complain through TWEETS,BLOGS & FACEBOOK POSTS
20. Social media can solve technical problems. T/F FALSE
21. FACEBOOK & TWITTER are the social media to deliver instant customer service.
22. Southwest airlines used __________________ to reach out to customers called (OUT OF
PORTION)
23. TWITTER & FACEBOOK are the channels that can be used for one to one interaction.
24. CROSS CHANNEL channel allows customers and airlines to communicate across different
channels to resolve a compliant.
25. TO BE CONSISTENT & TO MEET QUICK TIME FRAMES are the main challenges of using
cross-channel communication.
26. CRM is a technology enabled strategy to increase customer technology & build profitable
relationship.
27. Airlines need to emphasize competitive advantage through CUSTOMER RETENTION &
LOYALTY
28. ENHANCE COMMUNICATION,AUTOMATED EVERYDAY TASKS,EFFICIENCY OF MULTIPLE
TEAMS,IMPROVE ANALYTICAL DATA & REPORTING,IMPROVE CUSTOMER
SERVICE,IMPROVE INFORMATIONAL ORGANIZATION. are the business strategies of CRM.
29. CUSTOMER KNOWLEDGE is the starting point of any CRM.
30. The CUSTOMER DATA define the customer’s demographic characteristic needs, wants etc.,
and are also called CUSTOMER PROFILE.
31. FRONT LINE CUSTOMER SERVICE STAFF are the sources of great knowledge about the
customer’s needs and opinions.
32. BUSINESS INTELLIGENCE SOFTWARE is used to derive information from customer data to
provide better understanding of customers.
33. 60% of travelers worldwide use social media and travel related sites.
34. List the 4 aims of multichannel customer service
• PROVIDES OPTIONS ON HOW TO COMMUNICATE
• TO BUY A SERVICE/PRODUCT
• HAVE A QUERY
• MAKE A COMPLAINT
35. 4 options to communicate with a company
• TELEPHONE
• INTERNET
• MOBILE DEVICE
• SOCIAL MEDIA
36. AirAsia handles 60 million passengers per year,1,58,000 travelers everyday and 35 % of
passengers flying for the first time
37. WEB SELF SERVICE channels help to deflect calls from mostly costlier ones like telephone.
38. The attractive feature of WEB SELF SERVICE channel is not having to wait on hold or for
an email response.
39. ONLINE CHAT channel provides additional help to customers using web self service
40. ON LINE CHAT channel provides for real time interaction with the customers
41. ASSSITED BROWSING channel reduces the time required to handle customer calls on
chat/phone
42. ONLINE CHAT channel provides an effective way to improve sales by engaging the
customer
43. EMAIL channel provides provision to customers to respond at their convenient time
44. ECOMMERCE has lead to revolution in the customer service techniques
45. Customers require SERVICE & SUPPORT to be available 24*7
46. MOBILE channel has become a very important new channel
47. MOBLILE is a channel that is used during the entire customer journey
48. Lufthansa introduced the DIRECT CONNECTS service in the year 2015 through GOOGLE
GPS
49. Utility/use of Lufthansa’s “ direct connect” service-PASSENGERS CAN BOOK TICKETS
DIRECTLY THROUGH THE AIRLINE’S PORTAL WITHOU T AMADEUS
50. Advantages of the NEW AMADEUS MOBILE SOLUTION(7 POINTS)
• PNR BOOKING
• REBOOKING
• ONLINE CHECK-IN
• MOBILE BOARDING PASS
• ALERTS ON FLIGHT SCHEDULE CHANGES & FLIGHT DISRUPTION
• MODIFY TRAVEL PLANS.
51. SOCIAL MEDIA channel provides an ultimate opportunity to deliver great service
52. 4 types of multi channels
• INTERNET CHANNEL
• MOBILE CHANNEL
• SOCIAL CHANNEL
• CROSS CHANNEL
53. SOCIAL MEDIA channel can create interesting opportunities to provide feedback and
status updates
54. SOCIAL MEDIA channel is used to focus on potentially negative issues
55. With the increase in the new mobile and social channels CROSS channel are most
commonly used
56. SOCIAL MEDIA is the best channel during crisis
57. SOCIAL CHANNEL is the best channel for 0ne-to-one interaction with the customers
58. TELEPHONE has now become traditional/old channel for communication
59. BLOG is a major social media tool used by major airlines
60. SOCIAL MEDIA is the perfect channel to keep valued customers informed in real time
,keeping them in a loop
61. Alaskan airlines’s blog “WELCOME” was introduced in the year 2014.
62. The explosive growth of SMART PHONE TEXT MESSAGING and SOCIAL MEDIA has changed
the landscape of customer interaction permanently
63. CRM is a method used to ACQUIRE,IDENTIFY & RETAIN customers at the same time
performing AUTOMATING SALES,MARKETING & CUSTOMER SERVICE (6 points)
64. What is the similarities between social customer service and traditional customer
service(2)-HELP IN SOLVING CUSTOMER’S PROBLEMS EFFICIENTLY & TO GIVE GOOD
EXPERIENCE TO CUSTOMERS.
65. 3 UTILITIES OF CRM: LEARNING,ORGANIZING & OPTIMIZING
66. 6 approaches of gathering information about customers
• SURVEYING CUSTOMERS DIRECTLY
• OBSERVING SOCIAL COMMUNITIES
• WEBSITES
• BROWSE CUSTOMER SUBMITTED EMAILS
• READING BLOGS
• ANALYSING CUSTOMER PHONE CALLS.
 3.3 CUSTOMER SERVICE POINTS
1. CALL CENTER is a centralized office used for the purpose of receiving and transmitting a large
volume of requests by telephone.
2. The other name for contact center is CUSTOMER INTERACTION CENTER
3. INBOUND,OUTBOUND & BLENDED are the three types of contact centers.
4. INBOUND contact center activities are initiated by the customer.
5. OUTBOUND contact centers activities are initiated by CSA.
6. BLENDED contact centers may lead to more efficient use of specially trained agent’s time.
7. The main goal of centers is to achieve OPERATIONAL EXCELLENCE IN HANDLING CUSTOMER
CONTACTS.
8. 8 duties/types of contacts of contact centers .
• SALES & RESERVATION
• BOOKING ANCILLARY SERVICES
• PROVIDE INFORMATION ON FLIGHT SCHEDULE
• CHANGING EXISTING INFORMATION & REBOOKING
• HANDLING COMPLAINTS
• PROVIDE SERVICE INFORMATION & WEB SUPPORT
• ACT AS EMERGENCY CALL CENTERS
• TO PROVIDE ASSISTANCE FOR SPECIAL SERVICES REQUEST
9. PROCESS MAP/PROMPT SHEET are used in situations where passengers have special needs.
10. CSAs must have THE RIGHT SKILL SET for the specific channel in a contact center.
11. The segmentation of contact centers is also based on FREQUENT FLYERS,HIGH VALUE
CUSTOMERS,FIRST & BUSINESS CLASS ,TRAVEL AGENTS & CORPORATE CLIENTS
12. Contact centers are adopting PERSONALITY & SKILL BASED APPROACHES to select and train
CSA.
13. PROCESS MAPS are prompt sheets that tell customer service agents what questions to ask a
customer.
14. In future check-in counters are destined to become NONSTANDARIZED
15. 4 non-standard check-in situations
• SPECIAL ASSISTANCE REQUIRING PASSENGERS
• TO UNACCOMPANIED MINORS
• FAMILIES WITH 2OR MORE CHILDREN
• FIRST TIME TRAVELLERS
16. LUFTHANSA & ANA airlines have “ quick boarding gates”.
17. QUICK BOARDING GATES use subway like machines, which operates on verification.
18. Because of self-service options CSA required to handle COMPLEX SITUATION & REQUEST.
 19. Delta airlines relaunched OUT OF PORTION who are elite agents who provide personal
customer service.
20. Spanish airline has provided IPADS to CSAs at airports.
21. QANTAS airlines have implemented permanent baggage tags.
22. Passengers experience lots of delay at the following points CUSTOMS &
IMMIGRATION,BOARDING GATES,CHECKIN COUNTERS,BAGGAGE PICK UP & SECURITY
23. Many of the customer touch points like security are handled by the airline themselves. T/F-
FALSE
24. Many airports in Europe have adopted BLUETOOTH TECHNOLOGY to display passengers
waiting times in real time.
25. Airports of BRUSSELS & COPENHAGEN display real-time queue times.
26. Due to adoption of technologies like RFID, baggage losses will drop down.-TRUE
27. Delta airlines use baggage tracking systems for international flights. T/F-FALSE
28. All airlines are upgrading facilities for economy class. T/F-FALSE
29. Facilities for premium passengers OCCASIONALLY, AIRLINES HAVE SEPARATE TERMINALS FOR
THEIR PREMIUM CUSTOMERS, BUT COMMONLY PROVIDE TO THEM SPECIAL LOUNGES WITH MORE
ADVANCED FACILITIES, PERSONAL CUSTOMER SERVICE AND PRIORITY BOARDING, INCLUDING
EXPEDITED LANES.
30. BRITISH AIRWAYS, AMERICAN AIRLINES & EMIRATES airlines provide i-pads to cabin crew.
31. The passengers know about delayed baggage before reaching the carousel. T/F-TRUE
32. Due to LCC, airlines cabin crew started selling in-flight products instead of providing them as a
service. T/F-TRUE
33. The airline reservation agents are often the passenger’s first point of contact with the airline
personnel. T/F-FALSE
34. Specialized customer service ends when the customer reaches his/her destination.-FALSE
35. CONCIERGE services ensure that all arrangement are made for certain customers before they
arrive at the airport.
36. The idea beyond providing concierge service to RESOLVE PROBLEMS QUICKLY BEFORE THE
PROBLEM BECOMES A ISSUE
37. CONCIERGE are people who will actually meet the passengers at the aircraft door open arrival
to provide personalized service.

EXTRA QUESTIONS
38.4 reasons for customers contacting airlines

• RESERVATIONS
• BUY TICKETS
• ASK FOR INFORMATION
 • COMPLAIN
39. CONTACT CENTER is a centralized office used for collectively handling telephone
calls,letters,faxes,live chat ,email & social media
40.The name of the contact center of Gulf Air is OUR WORLDWIDE CENTER
41.Now a days TRACKING CUSTOMER CONTACTS THROUGH CONTACT CENTER is a part of an airline
company’s customer relationship management.
42.To achieve operational excellence through contact centers airlines will focus on the following
issues(4)

• ACCESSIBILITY
• QUALITY & SATISFACTION OF INTERACTIONS
• CAPACITY MANAGEMENT
• COST PER CONTRACT
43.The emphasis of contact center is to achieve EXCELLENT CUSTOMER SERVICE
44.The main focus of the customer service staff working in contact center is RESOLVING CUSTOMER’S
PROBLEM AS QUICKLY AS POSSIBLE
45.Requirements of customer service agents working in an email environment(1)-MUST ACT
CREATIVELY
46.Requirements of customer service agents working in online chat environment(3)-

• NO TONAL AMBIGUITY
• LACK OF VOICE CONTENT
• COMMUNICATE CLEARLY
47.2 key components of customer service agents to handle different customer interaction channels

• TRAINING
• PROTOCOLS LIKE PROCESS MAPS & SCRIPTS
48.The top 6 FAQ(frequently answered questions)by category at the contact centers.

• INFORMATION ON THE WEIGHT & DIMENSION OF BAGGAGE

• CHANGES IN BOOKING
• WEIGHT LIMITATION OF BAGGAGE
• SEAT RESERVATION
• ONLINE CHECK-IN
• MILES TO BE CREDITED
49.As a result of technology, most of the customers complete check-in process at ONLINE & AIRPORT
KIOSK/CUSS
50.majority of the airlines & airports now provide MOBILE BOARDING PASS & SELF SERVICE BAGGAGE
CHECK IN to the passengers.
51. AIRFRANCE , airline launched the “ MEET & GREET SERVICE” in the year 2017
52. QATAR AIRWAYS airlines provide cabin crew chiefs with tablets to access CRM data.
53.2 provisions implemented by Qantas airlines for customers

• PERMANENT BAGGAGE TAGS

• BOARDING PASSES FOR DOMESTIC TRAVEL
54.6 onboard product of Airlines offered to current passengers(even for economy class passengers)

• QUIETER AIRCRAFT
• CLEANER AIR
• ERGONOMICAL SEATS
• INDIVIDUAL ENTERTAINMENT SYSTEM
• SOME AIRLINES OFFER INFLIGHT SATELLITE TV,WIFI AND MOBILE SERVICES EVEN IN ECONOMY
CLASS
• INSEAT POWER PORTS FOR LAPTOP
55. 4 On board services for premium travelers

• BEST TASTING MEALS

• MOST ATTENTIVE CABIN CREW
• FLAT LIE BEDS/PERSONAL SUITE
• SPAS –AT 30,000 FEET ABOVE THE MEAN SEA LEVEL

56 6.Advantages of IPADS provided to the Cabin crew

• TO IDENTIFY WHERE EACH PASSENGER IS SEATED

• WHO THE PASSENGERS ARE TRAVELLING WITH
• FREQUENT FLYER STATUS
• SPECIAL MEAL REQUESTS
• INFORMATION ABOUT LOST/DELAYED BAGGAGE BEFORE REACHING THE CARACOUSEL
57.With the rise in LCC the on-board service product has greatly been downsized True/False-TRUE
58. The role of the CABIN CREW has become very important in today’s travel because they are the first
personal encounter with the passengers.
59.The concierge service are provided to all categories of passengers.True/false-FALSE
60. TELEPHONE,EMAIL,CHAT SOCIAL MEDIA channels of communication are generally handled by the
Frontline service providers.
 UNIT 4.1 ANSWER KEY-CUSTOMER PERCEPTION
1. The source of the communication process is ______Sender_____________.
2. ___________Communication________ is an essential tool to build relationship within both
customers and colleagues.
3. _________Encoding__________ is a process of using certain words/symbols to pass on an idea.
4. _____________Sender/encoder______ is the one who formulate and transits a message.
5. A sender _________encodes__________ & __transmits_______________ a message whereas a
receiver ___________decodes________ & ____interprets_______________ the message.
6. ________Feedback___________ occurs when the receiver responds to the sender’s message.
7. _____________Message______ is passed on from the sender to receiver. It is also called
______________Information_____.
8. ___________Channel________ is a means/method used to send a message.
9. Only one channel is used at a time in communication. T/FFalse
10. ______________Receiver_____ notices and assigns meaning to this message.
11. A _________Channel__________ is like a bridge between sender & receiver.
12. _______Decoding____________ involves interpreting and assigning meaning to a message.
13. Environment means physical location where communication can occur. T/FTrue
14. __________Feedback_________ are messages sent from the receiver to sender.
15. The factor that hinders the process of communication is __Barrier._________.
16. Physical barriers are also called __Mechanical barriers_________________.
17. Common reasons for communication barriers are ____attitudes_______________,
______________beliefs_____ & ___values held by people.________________.
18. ______________Semantics_____ is the science of meaning of words.
19. ____________Culture barriers_______ are barriers due to cultural differences.
20. Arc of distortion creates positive impact on communication.False
21. Mention the 8 points removing the barriers to communication.
a) Defensive mechanism
b) Integrity
c) Sender withholds information
d) Premature evaluation
e) Semantics
f) Size of the organization, its complexity and hierarchy.
g) Failing to check assumptions.
h) Use I /We messages instead of You.
22. WRITING removes barriers to communication when CSA can’t trust the customer’s intention.
23. __________Defensive mechanism_________ is a common reaction when the receiver finds the
content unpleasant/unwelcome.
24. The barrier in the form of lack of information can be overcome by the QUESTIONING technique.
25. If in an organization ,the size is large and has hierarchy it is more complex CIRCULAR /MEMO is
the best solution.
26. The use of industry jargons is very much useful to the customers. T/F-FALSE
27. If customers are always asking the same set of questions, CSA’s time will be saved if he concludes
without waiting for the customer to conclude. T/F
False
28. CSAs should never make assumptions. T/F
False
29. CSAs can make assumptions must should verify the same. T/F
True
30. ‘I’ messages put the customer on the defensive. T/F
False
31. ___________________ messages (I/you) focus on what you can do for the customer. T/F
True
32. One way communication is simpler than two-way communication. T/F
True
33. Mention the 4 advantages of two way communication.
a) Increased level of accuracy
b) Receiver has opportunity to respond.
c) Several senses are used.
d) Comprehension
34. In two way communication the sender always sets pace for communication. T/F
False
35. The main disadvantage of two-way communication.
Its time consuming.
36. Mention the 10 tips for effective communication.
a) Be articulate
b) Pronounce words clearly
c) Animate your voice
d) Slow your speech
e) Use appropriate volume
f) Listen actively
g) Use facial expressions consciously
h) Maintain eye contact
i) Use hand gestures carefully
j) Beware of your body language.
37. Sender asking the receiver to summarize helps to understand, whether message is being under
stood or not. T/F
True
38. _________Closed__________ type of questions helps the sender to effectively receive a feedback.
39. A sender volunteering a feedback is an effective option. T/F
False
40. True communication cannot take place if receiver has not understood the message. T/F
True
41. A receiver volunteering to provide a feedback is effective. T/F
True
42. A two-way communication is found to be effective where _______dialogue____________ and
_____________feedback______ occurs between the sender and receiver.
43. In a face to face communication the relative importance of communication components are
___________gesture________, ___dress________________, ______body
language_____________.
44. ________________You___ messages put the receiver on defensive ‘you’.
45. 4 utilities of communication 1.The process of transferring a selected bit of information from a
source to a destination,2.The transmission of ideas and sentiments, between two or more people,
which contribute to the attainment of organisational goals. 3.Who says what, in which channel, to
whom, and with what effect. 4.Ensuring understanding.
46. 3 components of the environment-PHYSICAL,INDIVIDUAL PERCEPTION(PERSONAL HISTORY &
BACKGROUND)
47. It is through FEEDBACK that the sender discovers whether his/her message has been received and
understood
48. 2 utilities of feedback-1. FEEDBACK ALSO ALLOWS THE RECEIVER TO GAIN FURTHER
INFORMATION TO FULLY INFORM HIMSELF OR HERSELF OF WHAT THE SENDER MEANS.2.IT
PROVIDES THE RECEIVER AN OPPORTUNITY TO INTRODUCE NEW INFORMATION
49. Feedback may be in the form of SPOKEN/WRITTEN /NONVERBAL
50. 4 Non verbal signs of feedback. 1. FIDGETING 2. A SMILE3. A WELCOMING GESTURE 4. A NERVOUS
COUGH
51. Non verbal signs may be transmitted 1.BEFORE THE FIRST WORDS ARE DELIVERED 2.BEFORE THE
RECEIVER HAS SAID ANYTHING IN REPLY.
52. For true communication to take place attention must be paid to both NONVERBAL SIGNS &
VERBAL MESSAGES.
53. 2 physical barriers that hamper effective communication1.NOISY ENVIRONMENT2.DISTRACTIVE
ENVIRONMENT
54. VALUES,ATTITUDES & BELIEF shape what we say before we say.
55. If we do not REALLY LISTEN well comprehension of messages become difficult
56. Semantic barriers occur ,when RULES OF GRAMMAR & SPELLING are not adhered to.
57. WORDS TO BE AVOIDED EQUIVALENT WORD

1.Beneficial Good
2.Considerably Much
3.Endeavour Try
4.Substantiate Prove
5.Demonstrate Show
6.Termination End
7.Uninterrupted Constant
8.Fundamental Basic
9.Subsequent Later
10.Cheap Less expensive
11.In the very near future Soon
12.In many Instances Often
13.In the event that If
14.In the present circumstance Since
15.Taking into consideration Considering
16.to effect modification To modify
60.The BEHAVIOUR,LANGUAGE & SENSE OF HUMOR differs from one culture to another.
61.In MIDDLE EAST countries women are prohibited from showing their unveiled faces to male
strangers.
62.The formal way of greeting Chinese passengers is by BOWING or NOD
63.3 things to be avoided while speaking to Chinese customers. AVOID TOUCHING, EXAGGERATED
GESTURES OR DRAMATIC FACIAL EXPRESSIONS.
64.Chinese culture prohibits any form of public contact except HAND SHAKES
65.In India the formal greeting used is NAMASTE
66. 3 reasons for attitudinal barrier 1.PERSONALITY CONFLICTS 2. POOR MANAGEMENT 3
.RESISTANCE TO CHANGE OR A LACK OF MOTIVATION
67. ATTITUDES are commonly formed by an individual’s opinions or personal feelings on a subject or
person and are difficult to alter
68.4 types of attitudinal barriers. 1.ABSTRACTING 2.EMOTIONAL EDITING 3.STEREOTYPING 4.
PREJUDICE

69.Abstracting is also called SELECTIVE HEARING

70. EMOTIONAL EDITING is an attitudinal barrier based on one’s personal feelings about a person or
topic
71.STEREOTYPING is an attitude that alters communication because of a general opinion applied to a
particular group.
 72. PREJUDICE is the act of disliking someone or something because they belong to a particular group
73. PREJUDICE is an attitudinal barrier that can be devastating to the organizational communication .
74. ARC OF DISTORTION occurs when a sender sends a message and the receiver misinterprets it as
another message.
75. Defence mechanism includes AVOIDANCE OR DENIAL which is not appropriate when working in a
customer service situation

76. FEEDBACK is a positive alternative to defence mechanism.

77. QUESTIONS will elicit confirmation of message from sender

78. BARRIER REMEDY FOR CSA

1.Size of hierarchy REDUCE LEVELS/ISSUE MEMO
2.You message USE ‘I’ OR ‘WE’
3.Sender withholds information ASK QUESTIONS
4.Defence Mechanism FEEDBACK/QUESTIONING
5.Jumping to conclusion WAIT UNTIL THE CUSTOMER
COMPLETES
6.Semantics AVOID JARGONS
7.Assumptions about customers VERIFY THE ASSUMPTIONS
8. LACK OF integrity GET EVERYTHING IN WRITING
 Extra questions 4.1
1._FROWN & RAISED EYEBROWS indicate negative facial expressions
2.Maximum time for eye contact 2-4SECONDS
3.Hands open &Arms extended indicates open hand gesture
4.Tight fist & Clasped hands indicates closed hand gestures
5.Arms relaxed on both sides is a body language sign that indicates that the CSA is approachable &
open to hearing
6.Shoulders hunched & Arms crossed indicates that CSA is disinterested and unwilling to
communicate.
7.When communicating with the customers verbally or in writing ,keep it simple and to the point
T?F TRUE
4.2 -CUSTOMERPERCEPTION

1. Hearing involves physiological process, whereas listening involves Psychological_process.

2. The greatest barrier to verbal communication is inability to listen carefully.
3. WRITING-16%,TALKING%-30,LISTENING-45 %is the order of communicative activity.
4. LISTENING is an integral part of work, family & relationships.
5. Mention the 8 points which are the barriers to effective communication.
a) Inattention
b) Lack of empathy
c) Excessive talking
d) Temptation to evade
e) Low rating of the other person
f) Impatience by the receiver
g) Emotional state
6. ______Active_____________, _____Responsive______________ &
_____selective______________ are the 3 listening techniques.
7. ______________Active_____ listening incorporates both verbal &non verbal elements.
8. ACTIVE technique (listening) is needed whenever we want to maximise the quantity of listening.
9. PAUSE FOR A COUPLE OF SECONDS is an easy trick to improve one’s ability to listen.
10. ____Selective_______________ type of listening that concentrates on selected facts and elements.
11. Skilled listeners are effective at both ___summarizing facts________________ &
________emotional context___________.
12. It is often not necessary to solve someone else’s problem but more important is to be their
SOUNDING BOARD.
13. Mention the 6 steps involved in active listening.
• PAY ATTENTION
• HOLD JUDGEMENT
• REFLECT
• CLARIFY
• SUMMARIZE
• SHARE
14. ____Responsive listening_______________ serves to demonstrate empathy, care & interest.
15. Empathy means to feel for the customers. T/F
False
16. _______________Paraphrasing____ & _____summarizing______________ are forms of responsive
listening.
17. Repeating what the customer wants again in the own words of the CSA is called
______paraphrasing_____________.
18. ______________Summarizing_____ involves briefly restating the speaker’s main points.
19. Paraphrases are concerned with the content and not the EMOTION.
20. Paraphrasing is used frequently in INTERPERSONAL SITUATION
21. ________________Summarizing___ forms of responsive listening are useful to draw attention to
something that the speaker has said.
22. Poor listening habits, verbal are ________criticizing the speaker and his delivery
___________, _____listening only for facts and not_feelings___________, ____________letting
emotional words block the message_______, ____interrupting_______________ &
_______________not checking whether its understood____.
23. Poor listening habits non-verbal are _________Faking attention__________, _______not facing the
person____________, ________biases ___________, __________ prejudices _________ &
______________not taking notes_____.
24. Poor listening habit both verbal and non-verbal ______creating distractions_and attending to co-
workers____________.
25. Mention the 10 golden rules of good listening.
a) Show that you want to listen
b) Eliminate distraction
c) Empathize with the speaker & his problem
d) Be patient
e) Hold your temper
f) Stop talking
g) Ask questions
26. Customers do not buy products and services but buy only FEELINGS & SOLUTIONS
27. Non verbal communication relies on ___body language, facial expression, gesture, eye contact and
touch________________.
28. Verbal and non-verbal communications are exclusive dimensions of communication. T/F-FALSE
 true
29. Verbal and non-verbal communications are complementary to one another. T/F
True
30. ____Paralanguage_______________ refers to the vocal dimensions of speech.
31. In Southeast Asia and Indian culture a smile is used to cover EMOTIONAL
DIFFICULTY/EMBARRASSMENT
32. Western culture smile means HAPPINESS/FRIENDLINESS
33. A clean and impeccable uniform may imply professionalism. T/F
true
34. Paralanguage relates to ___speech________________, ____pitch_______________ &
___________volume________ of someone’s voice.
35. Paralanguage is important when dealing with customers are talking over
phone.__________________.
36. ___personal space________________ refers to the body space that the individual requires around
him, in order to feel comfortable.
37. The acceptable distance between the sender and the receiver is __________3-6_________ feet.
38. People with open body postures are perceived as being more ______positively____________ &
____being more persuasive_______________.
39. Leaning forward toward customer conveys ___positive attitude_____________.
40. Any touch from a stranger is accepted in some cultures. T/F
False
41. ________body language___________ is an area where cultural differences can be seen.
42. If CSA is not aware of the cultural differences they may appear to be rude/unfriendly. T/F
True
43. In a friendly environment, communication skills can be assessed or improved by ROLE PLAY.
44. ROLE PLAY are valuable methods of experiential learning.
45. PARTICIPATING IN WORK SHOP can add to the benefits acquired from reading about
communication skills.
46. PARTICIPATING IN WORKSHOPS can add to the benefits acquired from reading about
communication skills.
47. An easy trick to improve listening is ______________
48. 5 situations with reference to Listening where real communication takes place.
49. 2 benefits of listening to customers
50. Experts believe that one may be able to LISTEN only 1/3 to 2/3 AT A TIME.
51. Good listeners are very common in society. True/False-FALSE
52. BACKGROUND,PRIORTIES,NEEDS account for the speaker’s frame of reference
53. LISTENING makes communication more effective.
54. 15 barriers to effectively listening
• TRYING TO LISTEN TO MORE THAN ONE CONVERSATION AT A TIME
• FINDING THE COMMUNICATOR ATTRACTIVE/UNATTRACTIVE
• RECEIVER NOT INTERESTED IN TOPIC
• NOT FOCUSSING
• IDENTIFYING RATHER THAN EMPATHIZING
• SYMPATHIZING RATHER THAN EMPATHIZING
• PREVIOUS EXPERIENCES
• HAVING A CLOSED MIND
• FAILURE TO REMEMBER THAT COMMUNICATION IS A TWO WAY PROCESS
• LOW RATING OF THE SPEAKER
• TEMPTATIONS TO EVADE THE DIFFICULT/UNWELCOME
• EMOTIONAL STATE
• IMPATIENCE BY THE RECEIVER
• INATTENTION
• EXCESSIVE TALKING
55. The key to effective listening & interpersonal skills is the ability to have a truly OPEN MIND
56. LISTENING SKILL is a building block for success.
57. EFFECTIVE LISTENING is a skill that underpins all positive human relationships.
58. REFLECTING is an important aspect of active listening
59. Lack of EYE CONTACT may be misinterpreted as indifference or apathy
60. 2 big mistakes that people make in communication-1.GUESS WHAT A PERSON IS GOING TO SAY
2.PROMPT OTHERS TO SAY WHAT ONE WOULD SAY IF HE WERE IN THE OTHER’S POSITION INSTEAD
OF ACTIVELY LISTENING
61. 8 steps to become better active listener
• MAKE EYE CONTACT
• PARAPHRASE WITHOUT OFFERING UNSOLICITED ADVICE
• DON’T INTERRUPT
• WATCH NON VERBAL BEHAVIOUR TO KNOW THE HIDDEN MEANING
• SHUTDOWN INTERNAL DIALOGUE/AVOID DAY DREAMING
• SHOW INTEREST BY ASKING QUESTIONS
• AVOID ABRUPTLY CHANGING THE TOPIC
• BE OPEN,NUETRAL AND WITHHOLD JUDGEMENT & AVOID STEREOTYPING
62. ACTIVE LISTENING type of listening helps to maximize the quality of listening.
63. 5 verbal responses of active listening*
• UH
• I SEE
 • PLEASE CONTINUE
• REALLY
• AND?
• HUH
64. YOUR MAJOR CONCERN IS & THE POINT YOU WISH TO HIGHLIGHT IS are useful phrases for
selective listening.*
65. EMPATHY is an important communication quality to cultivate
66. It is often a good idea to end a paraphrase with a verification question TO ENSURE FURTHER
ACCURACY
67. 3 questions to end a paraphrase-*
• IS THAT CORRECT?
• IS THAT IT?
• HAVE I GOT THAT CORRECT?
68. 3 helpful phrases in interpersonal situation*
• IN OTHER WORDS
• LET ME SEE IF I HAVE THIS RIGHT
• WHAT I HEAR YOU SAYING IS
69. Difference between paraphrasing and summarizing

PARAPHRASING-Restating what one has said in one’s own words without changing the meaning
SUMMARIZING-Briefly stating the speaker’s main points when they have finished speaking.
70. SELF CONSCIOUSNESS will result if someone criticizes the speaker and usually provokes DEFENSIVE
BEHAVIOUR
71. 2 examples of emotional phrases that block the message*
• REGARDLESS OF WHAT YOU FEEL
• IRRESPECTIVE OF YOUR OPINION
72. NOTES helps to refresh memory and summarise the main points of the customer
73. Preconceived attitudes and ideas is termed BIAS & PREJUDICE
74. 5 areas related to bias*
• CUSTOMER’S APPEARANCE
• AGE
• ACTIONS
• VOICE
• NATIONALITY
75. COMMUNICATION is very much essential in a team environment
76. 10 unique challenges to work in a team environment*
• EXPECT PARTCIPATION
• LISTEN TO EVERYONE
 • RESPECT EVERYONE
• CONFIRM UNDERSTANDING
• ENCOURAGE CONCISENESS
• CHOOSE CHANNELS APPROPRIATELY
• LEARN ABOUT EACH OTHER
• ASK QUESTIONS
• ASSUME DISCREPANCIES
• SUMMARIZE IN A TANGIBLE WAY

77. Being customer centric involves all aspects of customer service like INITIAL GREETINGS, ATTITUDE,
SOLVING THE CUSTOMER'S PROBLEM AND FOLLOWING UP-4 points
78. UNDERSATNDING THE CUSTOMER’S POINT OF VIEW is critical in retaining the customers and
operating a successful company.
79. 6 requirements of customer service professional to get repeat customers *
• you need to put yourself in the customer's position
• Look for opportunities to help by asking if the customer needs assistance.
• Remain easily accessible
• Give prompt attention
• Use active listening skills
• Summarize a customer's request or problem
80. PHRASES TO AVOID EQUIVALENT PHRASE
1.We can’t do that I want to help find a solution.

2.You sure have a problem Let's see what we can work out together.

80. CUSTOMER SATISFACTION is the ultimate goal of customer service

81. FOLLOW UP action with the customer is critical for customer satisfaction
82. Merely encouraging & welcoming suggestions for the company by the customer will not improve
customer service True/false-FALSE
83. INABILITY TO LISTEN CAREFULLY is the greatest barrier to verbal communication
84.ACTIVE type of listening involves allowing the speaker to make their points without steering them
more to a conclusion or in a direction they do not wish to take.
85.What the customer thinks about a company will not influence whether the customer becomes
repeat or not True/false-FALSE
NEW 4.3
86. Non verbal communication is also called SILENT language
87. NON VERBAL type of communication does not involve the content of spoken language
88. BODY LANGUAGE & NONVERBAL SIGNS provide information about inner feelings and how we cope
with such feelings.
89.A person can stop behaving but he cant stop talking.True/False-FALSE
90.4 components of paralanguage 1. the vocal dimensions of speech 2. the tone 3. pitch and 4.speed of
someone's voice.
91.One’s gestures and and mannerisms need not be related to the spoken message.True/False-FALSE
92.A smile means FRIENDLINESS & HAPPINESS in western culture and it means EMOTIONAL DIFFICULTY
& EMBARRASMENT in South east asia and Indian culture.
93. PARALANGUAGE aspect of nonverbal communication is particularly important when dealing with
customers by telephone.
94.An ENTHUSIASTIC tone of voice is more convincing than monotone.
95.3 indicators of feelings-RAPIDITY OF SPEECH,PITCH & VOLUME
96.Low pitch,low volume & slow speech Indicates BOREDOM & DEPRESSION.*
97. FACIAL EXPRESSION aspect of nonverbal communication is a very important part of communication.
98. SELF GROOMING is a vital part of flight attendant and ground staff training program.
99.Customers can regulate the FLOW OF SPEECH & LISTENING when they are interacting at a “
comfortable distance”
100._ STANDOFFFISH pose indicates lack of interest or attention
101.Leaning towards the customer underlines disinterest.True/False-FALSE
102.Sales is very much different from customer service.True/False-FALSE
103.Not facing the person or leaning back indicates_UNWILLING TO HELP
104.Mannerisms like standing too close to customer, touching customer’s shoulder & displaying a
friendly and pushy behavior surely results in sales. true/false-FALSE
105.Being CONSERVATIVE & RESPECTFUL with the customer’s body language is more likely to result in
sales.
106.The importance of limiting eye contact is prevalent in the JAPANESE culture.
107.The simple rule is to limit eye contact to 25 % of the time.
108.Sighing by CSA indicates BOREDOM & DISINTERESTED
109.Sighing by CSA conveys NEGATIVE message.(positive/negative)
110.Sighing by the customer conveys UNHAPPINESS
111. SIGHING is an expression of defeat or discouragement.
112.Leaning backwards from the customer indicates DISLIKE /NEGATIVITY
113.A light touch indicates CARING attitude.
114 REPEATED TAPPING OF FINGERS ON THE COUNTER gesture by the customer is a sign of impatience
regardless of verbal message.
115. FIDGETING gesture is a sign of restlessness or discomfort
116.Most people are sensitive to HEAD movements.
117.Occassionally nodding the head encourages the customer to CONTINUE SPEAKING while
QUICK,JERKY movements of the head may be unsettling for the customers. However remaining still
indicates ALOOF & RESERVED .
118.Open stance means WHEN LIMBS ARE NOT CROSSED & BODY IS OPEN(FREE OF BARRIER)
119.An open body language indicates WELCOMING & CONFIDENT atmosphere and communicates to
the customer that the CSA is HONEST & TTRUSTWORTHY
120.Smoking in front of customer conveys friendliness .True/False-FALSE
121.3 activities of CSA restricted only to break times-SMOKING,CHEWING GUM & EATING.
122. NONVERBAL CUES TO EXPRESS WARMTH TO EXPRESS COLDNESS
1.Tone of voice SOFT,CONCERNED HARD,BORED
2.Facial expression SMILING,INTERESTED BORED,DISINTERESTED
3.Posture LEAN TOWARDS,RELAXED LEAN AWAY,TENSED
4.Eye contact LOOK AVOID LOOKING
5.Gestures & Movement OPEN WELCOMING CLOSED,UNINVITING
123.A soft tone of voice indicates warmth generally but in THAILAND culture it indicates ANGER
124.The JAPANESE culture exercise tremendous restraint towards body language
125.With respect to body language the Japanese culture restricts the following (3)- AVOID EXPANSIVE
ARM AND HAND MOVEMENTS, UNUSUAL FACIAL EXPRESSIONS OR DRAMATIC GESTURES OF ANY KIND
126.In parts of India a nod of head can mean NO rather than YES
127.In NAPLES city, ITALY country an expressive body language & a wide range of gestures is
encouraged.
128.In a training environment (seminar/workshop) communication skills can be assessed and improved
through ROLEPLAY
129. ROLE PLAY is acting out of real life situations in which one could expect to find oneself as a
customer service professional.
130. Completing a SELF EVALUATION QUESTIONNAIRE helps to identify areas of improvement.
131. VIDEOTAPE helps to assess both verbal and nonverbal skills.
132. RETRAINING & SELF EVALUATION can help a CSA to maintain a high standard of service by
reminding them of the things they must be doing.
133. MISUNDERSTANDINGS & MISTAKES usually occur due to communication barriers.
134.Listening skill comes by birth it cannot be practiced and refined. True/false-FALSE
135. SILENCE & NONVERBAL SKILLS helps to concentrate on what is currently taking place and to
respond to specific situation.
136. SILENT type of listening allows us to focus on how the other person is responding to the situation
and what is being said.
137.Steps to assess verbal and non verbal skills through videotape(4)

First review: Listen to your speech as if you were hearing it for the first time and evaluate the overall impact you
experience from watching the tape.

Second review: Watch the tape again with the volume turned down, looking for any visually distracting
body language. Take notes on what you observe.
Third review: Turn the picture off and listen only to your voice. . Pay attention to the speed, volume and
tone of your voice. Take notes on what you observe.
Fourth and final review: Once you have made lists of both your distracting mannerisms and the more
positive aspects of how you speak, have one or two family members or friends watch the tape with
you. Ask them for their initial impressions and give them your full permission to be honest.

138.An ELEVATOR PITCH /SPEECH reflects the idea to describe a summary of one’ skills and
qualifications to a potential employer in a 30SECONDS TO 2 MINUTES time span .
139.Elevator speech is usually a 90 SECONDS (time span) SELF presentation.
140.When the CSA wants to acquire effective communication skills COMPLACENCY cannot be allowed
to set in.
141.10 guidelines for good communication
1. Aim to clarify your ideas before communicating.
2. Examine the true purpose of each communication.
3. Consider the total physical and human setting whenever you communicate.
4. Consult with others in planning communications.
5. Be mindful, while you communicate, of the overtones as well as the basic content of your message.
6. Take the opportunity, when it arises, to convey something of help or value to the receiver.
7. Follow-up your communication.
8. Be aware of the effect of your communication on future business–repeat ,future & new
9. Be sure your actions support your communications.
10. Seek not only to be understood but to understand–be a good listener.
 5.1 & 5.2 CUSTOMER CONTACT TECHNIQUES
1. POSITIVE SELF PRESENTATION makes a better first impression, and it is a skill that can be acquired.
2. PHYSICAL NEEDS & INFORMATION NEEDS are the areas that require attention before coming into contact
with the customer.
3. LOOK is a term used to denote hair style, type of dress, jewellery etc.,
4. We make impressions about a person within FOUR seconds of our meeting them.
5. The CSAs always has a second chance to make a good first impression. T/F-FALSE
6. Customers are not bothered about the appearance of the CSA. T/F-FALSE
7. Jewellery, make-up and fragrance must be used by the CSA in moderation. T/F-TRUE
8. Self-presentation skills are also called IMPRESSION MANAGEMENT.
9. SELF PRESENTATION_ are efforts made by individuals to present themselves in the most favourable light.
10. If the event that comes first appears to exert the greatest influence it is called PRIMACY EFFECT
11. If the event that comes last exerts the greatest influence it is called RECENCY EFFECT.
12. A cluttered working environment could reduce the stress level to a greater extent. T/F-FALSE
13. The physical needs relate to the WORK AREA
14. The working environment must be CUSTOMER FRIENDLY
15. CLEANLINESS is a necessity both in the work area & inside the aircraft.
16. Information needs relate to KNOWLEDGE ABOUT COMPANY’S POLICIES & PROCEDURES
17. To render good customer service, the CSA must know in and out of all aspects of his department only.
T/F-TRUE
18. SELF FULFILLING PROPHECY is a phenomenon that occurs when you make a prediction and it actually
happens because you proceeded to act on it.
19. 4 steps in self-fulfilling prophecy MAKE A PREDICTION,,ACT,BEHAVE,OBSERVE EFFECTS TO REINFORCE
20. Taking time to greet the customers will definitely decrease your efficiency to do a good job.T/F-FALSE
21. Using a customer’s name frequently is bad manners on the part of CSA. T/F-FALSE
22. Mention the 7 steps in receiving the customers.
• GREET THE CUSTOMER WARMLY
• TELLTHE CUSTOMER YOUR NAME & USE HIS NAME
• FOCUS ON THE CUSTOMER
• INDICATE YOUR INTEREST THROUGH POSTURE
• MAINTAIN EYE CONTACT
• TREAT THE CUSTOMER WELL
• GIVE FREELY YOUR TIME & ATTENTION
23. A 90 second presentation is called ELEVATOR SPEECH/PITCH
24. The OPEN type of posture is highly preferred during customer interaction.
25. Crossed arms & legs indicate DISCOMFORT/DISINTEREST
26. Satisfying an unhappy customer is costlier than satisfying a customer at the first contact. T/F-FALSE
 27. Good manners are always noticed bad manners are not. T/F-FALSE
28. A better way to assess verbal & non-verbal communication is to VIDEOTAPE oneself.
29. The ability to communicate is an innate skill which cannot be acquired. T/F FALSE
30. The rule which states that we tend to treat others the same way as we want to be treated is called NORM
OF RECIPORCITY
31. STEREOTYPES are generally negative beliefs and expectations about social groups.
32. Stereo types are flexible and can be changed at any time. T/F-TRUE
33. A CSA must concentrate equally on customers whether they like them or not. T/F-TRUE
34. Mention the 7 points passengers requiring special attention.
• Elderly persons with mobility issues travelling with walkers or wheelchairs
• Persons with respiratory problems requiring oxygen tanks or other special equipment
• Vision impaired persons travelling with guide dogs
• Hearing impaired persons requiring assistance with understanding safety briefings and announcements
• Families with infants
• Unaccompanied children and minors
• Obese persons requiring two seats
35. The CANADIAN TRANSPORTATION AGENCY is a group responsible for making transportation accessible for
disabled people.
36. TAKE CHARGE OF YOUR TRAVEL_ is a booklet that provides guidelines to disabled passengers.
37. Airlines are required to provide assistance for passengers with disabilities during journeys at
• Checking in
• Moving through the airport terminal
• Boarding aircraft, making connections and disembarking aircraft
• Storing and retrieving baggage
• Moving to and from washrooms
• Transferring from a personal wheelchair to a seat, including using a boarding chair; and
• Moving through Customs and Immigration.
38. Attendants travelling with disabled passengers have to pay the same price as that of passengers. T/F-
FALSE
39. Disabled passengers should not get assistance from friends/relatives once they are inside the airport. T/F-
FALSE
40. AIR CARRIER ACCESS ACT is the abbreviation ACCA.
41. NON DISCRIMINATION ON BASIS OF DISABILITY IN AIR TRAVEL is a document that gives guidelines
airlines on indiscrimination.
42. ACCA is introduced US DEPARTMENT OF TTRANSPORTATION 14 CFR
43. Misunderstandings/miscommunications can occur with email/online/telephone.T/F-TRUE
44. Telephone communication helps both the sender and receiver if both of them have the SAME FRAME OF
REFERENCE.
 45. Feedback is not required for telephone communication. T/F-FALSE
46. The are Do’s in telephone communication. Mention the 5 points.
• Hold the mouthpiece as close to your mouth as is comfortable and at an angle.
• Breath normally.
• Choose and use short sentences.
• Speak slowly, although not unnaturally so, and distinctly.
• Pause occasionally to allow the other person to speak, to catch your breath and to gather your thoughts
47. Don’ts of telephone communication.
• Mumble.
• Eat, drink or chew gum while speaking–the listener will not feel confident of having your full attention.
• Use jargon–unless it is necessary, and the other person knows it too.
• Interrupt yourself or others–it hinders either party from hearing and understanding what is being said.
• Allow yourself to be distracted by background noise, such as announcements, radios and so on. This creates
a very unprofessional impression.
• Do not shout–the listener has no desire to be deafened!
48. Mention the 4 points to be considered in telephone communication.
• CLEAR SPEECH
• VOCAL QUALITIES
• EMPATHY
• COURTESY
49. All verbal aspects of EFFECTIVE FACE TO FACE type of communication apply to telephone
communication.
50. Vocal qualities relate to 7 points. Mention them.
• volume, intonation (the rise and fall in voice pitch), tone, stress, rate of speech, and the length and
frequency of pauses.
51. EMPATHY (Empathy/Sympathy) is very useful in customer communication.
52. HOW & HELP are key words (Vocal) that convey to customers that CSA is ready for assistance.
53. SPEAKING SLOWLY & IN SLOW TONE fails to inject feeling of enthusiasm.
54. Telephone etiquette/body language varies with culture.BODY LANGUAGE
55. 6 Steps in answering a telephone call. Mention them.
• ADOPT A POSITIVE TONE
• CLEAR ENUNCIATION
• BE SINCERE
• USE THEIR NAME
• LEAVE THE CUSTOMER SATISFIED
56. 9 Steps for ideal call. Mention the components of an ideal call.
• Greeting the customer appropriately
 • Using active listening and effective questioning
• Engaging the customer
• Converting sales opportunities into sales
• Upselling appropriate products and services, as per the customer's needs
• Finding sensible solutions to the customer's issues and problems
• Providing accurate answers to the customer's questions
• Using hold properly
• Creating a positive close that leaves a lasting impression
57. Mention the 4 hints for developing better telephone skills.
• 1.dont interrupt the customer
• 2.dont hastily reply/answer
• 3.dont anticipate the question
• 4.listen to fully understand the message
58. The subject field in e-mail should indicate CONTENT & PURPOSE
59. Mention the 10 steps for e-mail etiquette.
• USE TRADITIONAL SPELLING,GRAMMAR & PUNCTUATION
• KEEP MESSAGE BRIEF & TO THE POINT
• USE SENTENCE CASE
• USE BC & CC APPROPRIATELY
• DON’T USE EMAIL AS AN EXCUSE
• EMAIL IS NOT PRIVATE
• BE SPARINGLY USING GROUP MAIL
• USE SUBJECT FIELD
• TONE CANT BE HEARD
• USE SIGNATURE THAT INCLUDES CONTACT INFORMATION
60. Don’t use BC (bc/cc) to keep others from seeing who you copied.
61. To send to a large distribution list, use BCC bcc/cc.-BC
62. CC (cc/bcc) shows confidence when directly sent to the customer.
63. Airlines are using SOCIAL MEDIA to proactively warn customers about flight delays and
cancellations.TRUE

OTHER EXTRA QUESTIONS

64. Most of the stereotyping is positive-T/F- FALSE

65. AREAS WHERE DEAF /DUMB PASSENGERS REQURE ASSISTANCE.
1. Personal safety briefing prior to departure
2. Weather conditions
3. Delays
 4. Baggage retrieval
5. connections

66.AREAS WHERE BLIND PASSENGERS MAY BE PROVIDED ASSISTANCE

• Ask cabin crew about the food served
• Pour salad dressing/liquids
• Open packages/cut food

67.AREAS WHERE ASSISTANCE NEED NOT BE PROVIDED

• Actual EATING & DRINKING,

• Taking MEDICATION,
• Using WASHROOM
• Communicating without a paper/pen/without speaking

68. ALL IATA MEMBER AIRLINES COMPLY WITH RESOLUTION_700_______ TO TRANSPORT PASSENGERS WITH
DISABILITIES.

69. In Europe,the EU and NON EU nations have the same regulation for the transport of PRM(people with reduced
mobility-T/F---FALSE

70.CALL CENTRE PREFORMATTED QUESTIONS FOR PEOPLE WITH SPECIAL NEEDS.17 POINTS

• Do they require special seating, e.g. not in emergency exit rows?

• Do they need an attendant to travel with them?
• Do they have a mobility aid they will be taking?
• Do they require oxygen or a portable oxygen concentrator on board and/or in terminal?
• Do they have accessible ground transportation to/from the terminal?
• Do they require unaccompanied passenger services, which is a higher level of assistance for individuals such
as persons who have cognitive or intellectual disabilities?
• Do they require assistance with registration at check-in?
• On departure and arrival, do they require assistance to be transferred from a mobility aid to passenger seat?
• Do they require assistance to get to the boarding gate for their flight to and from
• Do they require assistance to store and retrieve carry-on baggage?
• Is an on-board wheelchair available?
• Is a tie-down available?
• Do they require any special dietary meal?
• Do they require assistance to get to/from the on-board washroom?
• Do they require assistance to get to a representative of another carrier in the same terminal?
• Will they be traveling with the following, for which carriage is provided free of charge?
 • A)trained, certified and harnessed service animal at their seat
• B)mobility aid (does not count towards checked baggage allowance)
• Do they have allergies

71._ PEOPLE WITH COGNITIVE & INTELLECTUAL DISABILITIES are the passengers who require High level of
assistance.

•
 5.3 CUSTOMER CONTACT TECHNIQUES
1. FACE TO FACE,EMAIL & TELEPHONE are the traditional communication channels.
2. FACEBOOK,TWITTER ,YOUTUBE are the new frontiers of communicating with the customers.
3. Customers expect responses within 24HRS (time span), but social media provide responses within
AN HOUR (time )
4. It is possible to respond to every customer grievance on-line. T/F-FALSE
5. The CSA has to respond only to negative posts. T/F-FALSE
6. Larger companies focus only on SERIOUS COMPLAINTS & HIGH RISK issues made through social
media.
7. Complaints made by HIGH VALUE & LOYAL customers are attended to initially.
8. A twitter has 140 characters limit.
9. KLM airline places SOCIAL MEDIA (face to face communication/social media) at the centre of all
its customer service.
10. With the help of social media, KLM responds to customers within 1 HOUR (time span) and solves
major issues within 24 hours.
11. Airasia is using the services of SOCIAL MEDIA to reduce the load on call center operations.
12. Air Asia has created ASKAIRASIA account on twitter.
13. Air Asia serves the following countries. Mention the 6
countries.JAPAN,INDONESIA,PHILLIPINES,INDIA ,CHINA,THAILAND & MALAYSIA-14 LOCATIONS
14. AIR ASIA airline respects the privacy of its customer’s issues. It also directs customers to the most
appropriate channel.
15. (OUT OF PORTION) are the 3 types of messages from customers that Air Canada receives.
16. AMERICAN AIRLINE airline used social media to connect with passengers in an innovative & funny
way.
17. The campaign slogan of AA is (OUT OF PORTION).
18. (x) airline responds to most questions on facebook in 10-15 minutes.
19. (x) airline uses you tube to support marketing company.
20. (x)Air Canada educates the public through ___________________.
21. (x)The airline that uses instagram is ___________________.
22. (x) airlines used social media to debut its logo and tail design.
23. The airline that engaged passengers in a yacht searching operations(X).
24. Customer complaints are an opportunity to improve customer service and company operations.
T/F-TRUE
25. Sources of ONLINE customer complaints -. Google Alerts, social media sites and online forums,
26. (X) are the email update of the latest relevant google search results.
27. The best approach for customer complaints online is to simply ignore them. T/F-FALSE
28. Every airline has the same procedures and policies to deal with customer complaints. T/F-FALSE
 29. Online responses for customer complaints. Mention the 9 points.
• RESPOND QUICKLY
• ACKNOWLEDGE MISTAKES
• TAKE CONVERSATION OFFLINE
• PERSONALIZE YOUR RESPONSES
• DON’T TAKE IT PERSONALLY
• PUT TOGETHER AN ESCALATION PLAN
• GO THE EXTRA MILE
• FOLLOW UP
• DON’T DELETE NEGATIVE COMMENTS
30. The best way to win an upset /angry customer. Mention the 4 points.
• RESPOND HONESTLY, REMAIN POLITE AND PROFESSIONAL, AND START A CONVERSATION.
31. 9 points to deal with customer complaints. Mention them.(REPEAT QUESTION)
32. The customer who complains is actually doing the company a favour. T/F-TRUE
33. APOLOGIZING is turning a negative word of mouth, whereas FIXING A PROBLEM is what actually
helps to win the critics.
34. Dell’s Idea storm is an example -which provides customers with a forum to post ideas, suggestions
and complaints. It also enables customers to vote on their favorite ideas about how Dell could
improve its products
35. Several companies have addressed the real time demands of customers by HIRING AGENTS.
36. When a negative issue comes up it is always safe to move offline, so that others can’t know about
the complaint. T/F-TRUE
37. A CSAs response for a complaint is meant for acting quickly, showing empathy, communicating in
a friendly tone and using HIS/HER real name to establish a positive rapport with customers on
social channels.
38. Demonstrating to embrace customer feedback will enhance organizational reputation on-line. T/F-
TRUE
39. Company’s percentage of response rate is another factor of satisfying customer. T/F-TRUE
40. Using social media is a cost effective means of marketing the airline. T/F-TRUE

EXTRA QUESTIONS:

41.The Social media team of American Airlines include 35-40 members.

42.The social media team of American Airlines deal with all issues except DISCRIMINATION/DISABILITY
issues.
43.We can tweet at @the world’s largest airline of American airlines.
44.The Qatar airways customer service can be reached through TWITTER CHANNEL.
45.The @qr SUPPORT service of Qatar airways operate 24x7 service in ENGLISH & ARABIC languages.
46.QATAR airlines makes exclusive offers to customers who frequently use their social media services.
47.VIRGIN ATLANTIC is an Airline that has used crowdsourcing.
48. CROWDSOURCING is the practice of obtaining needed services, ideas or content by soliciting
contributions from a large group of people, especially from an online community.
49.An escalation policy is a document that will help your employees figure out who to contact in the
company when handling complaints.
50..The uses of crowd sourcing-

• 1.engage customers
• 2.build customer loyalty
• 3.seek new & innovative ideas for products & services
• 4.gain new customers

51. An escalation policy not only speeds up your response time on social media, but also helps employees
find solutions more quickly.

52.An Escalation policy should contain include a full list of employees and departments in your company
along with their contact details
 Module 6.1:ANSWER KEY –SOCIAL STYLES
1. ___Personality________________ is defined as the combination of relatively enduring traits
that influence behaviour in a variety of situations.
2. Being conscious of one’s strength and weakness is called ___Self
awareness________________.
3. CULTURE,RACE,RELIGION & SOCIAL CLASS are factors that influence the development of a
character.
4. Our social style is always appropriate in any situation. T/F False
5. An individual’s styles of behaviour are called ___Social style________________.
6. ______________Analytical_____, ____driver_______________,
__amiable_________________ &__________expressive________ are the 4 social styles.
7. Being not Bossy/domineering is called _ASSERTIVENESS.
8. ____________Assertiveness_______ is the degree to which a person’s behaviour is being
perceived by others as being forceful or directive.
9. ASSERTIVENESS & RESPONSIVENESS_ are the characteristic that occur in all social styles.
10. Analyst has _________less assertiveness__________ & ___less
responsiveness________________.
11. Amiable has _____________less assertiveness______&_____more
responsiveness______________.
12. Driver has _______more assertiveness____________ & ___less
responsiveness________________.
13. Expressive has _______more assertiveness____________ & ____________more
responsiveness_______.
14. Everybody will fit purely fit into one of the social styles. T/F False
15. A ________________Responsive___ person (responsive/assertive) is one who is seen by
others who responds readily to others and puts them at ease.
16. _______Responsiveness____________ is the degree to which a person’s behaviour is seen
as being emotionally responsive and controlled.
17. ________Responsive___________ behaviour (Responsive/Assertive) facilitates a good
relationship between a CSA & customer.
18. Every person fits perfectly into one of the social grids. T/FTrue
19. Characteristics of more assertive person. Mention the 7 points.
a) Emphasis ideas by tone change
b) Aggressive/dominant in expressions.
c) Quick, clear and fast paced speech.
d) Firm handshake
e) Statements more than questions
 f) Lets one know what is wanted
g) Leans forward
20. Characteristics of a less assertive person. Mention the 7 points.
a) Few uses of voice
b) Quiet and submissive posture
c) Slow in speech
d) Indifferent handshake
e) More questions
f) Vague and unclear
g) Leans backward
21. Characteristics of a more responsive person. Mention the 9 points.
a) Animated facial expression
b) Smiles/nods/frowns
c) Actions open and eager
d) Little efforts for facts
e) Eye contact frequent while listening
f) Friendly gaze
g) Shared personal feelings
h) Attentive, responsive and enjoys relationship.
21a. Characteristics of a less responsive person. Mention the 7 points.
a) Reserved
b) Poker face
c) Cautious and careful
d) Wants facts and details
e) Frequent eye contact
f) Eyes Harsh/severe
g) Limited use of hands, clenched tightly, folded or pointed.
22. Analyst is _______a thinker____________ & _______technical specialist____________ (T2).
23. Driver is ________________doer___ & ___command specialist________________ (DC).
24. Amiable is _______feeler____________ &_____relationship specialist______________ (FR).
25. Expressive is ___________intuitor________ & ___social specialist________________ (IS).
26. The strengths and weakness of analytical.
26a. Strengths,_industrious, persistent, serious, exacting and orderly______________ (5points)
26b. Weakness __critical, indecisive, stuffy, picky and moralistic_________________(5points)
27. Mention the 6 points –Verbal (Vocal behaviours- Analytical social style.
a) Speaks slower
b) Fewer statements
c) Softer tone of voice
d) Monotone
e) Focuses on task in hand
f) Uses facts/data
28. Mention the 5 points- Non verbal- Analytical style.
a) Hands relaxed/cupped
b) Leans back while talking
c) Indirect eye contact
d) Rigid posture
e) Controlled facial expression
29. Mention the 6 points to recognise the analytical style.
a) Slow reaction time
b) Maximum effort to organize
c) Minimum concern for relationships
d) Cautious action
e) Tendency to reject involvement
f) Need for accuracy
30. _____________Avoidance of situations and people which make them feel
uncomfortable______ is the usual stress reaction of analytical people.
31. ____more assertive_______________ is the growth action expected from an analytical
person.
32. Mention the 5 points for driver’s strengths.
a) Strong willed
b) Independent
c) Practical
d) Decisive
e) Efficient

33. Mention the 5 points for driver’s weaknesses.

a) Pushy
b) Severe
c) Tough
d) Dominating
e) harsh
34. Mention the 5 points for driver’s non-verbal.
a) Pointing at others
b) Leans forward to make a point.
c) Direct eye contact
d) Closed hands
e) Rigid posture
f) Controlled facial expressions.
35. Mention the 5 points for driver’s verbal.
a) Speaks faster
b) Makes more statements
c) Louder
d) Monotone
e) Focuses on task in hand
f) Uses facts/data
36. The driver style is recognised by ___________________. Mention the 6 points.
a) Swift reaction time
b) Maximum effort to control
c) Minimum concern for caution in relationships
d) Direct action
e) Tendency to reject inaction
f) Need for control/results
37. ________________use of autocratic power___ is the usual stress reaction of a driver.
38. ______Listen more_____________ is the growth action recommended for drivers and he is
expected to be like a ____amiable_______________ person.
39. _________________should take initiative more often__ is the growth action for amiable
person.
40. ___________compliance________ is the stress reaction of amiable person.
41. _________________Personal attack__ is the stress reaction for expressive.
42. _____________refrain from reacting too quickly to situations-exert more discipline______
is the growth action for expressive.
43. Mention the 5 strengths of an amiable person.
a) Supportive
b) Respectful
c) Willing
d) Dependable
e) agreeable
44. Mention the 5 weakness of an amiable person.
a) Conforming
b) Unsure
c) Pliable
d) Dependent
e) awkward
45. Mention the 6 points of a verbal amiable person.
a) Speaks slower
b) Makes fewer statements
c) Softer tone of voice
d) Vocal inflection
e) Focuses on people
f) Use of opinions/stories
46. Mention the 6 points of a non-verbal amiable person.
a) Hands relaxed or cupped
b) Leans back while talking
c) Casual posture
d) Indirect eye contact
e) Open palms
f) Animated expression
47. Mention the 6 points to recognise an amiable.
a) Unhurried reaction time
b) Makes maximum effort to relate to others
c) Minimum concern for effecting change
d) Supportive action
e) Tendency to avoid conflict
f) Need for cooperation
48. Mention the 5 strengths of expressive.
a) Ambitious
b) Stimulating
c) Enthusiastic
d) Dramatic
e) friendly
49. Mention the 5 weaknesses of an expressive person.
a) Manipulative
b) Excitable
c) Undisciplined
d) Reactive
e) egotistical
50. Mention the 6 points of a verbal expressive person.
a) Speaks faster
b) Makes statements
c) Speaks louder
d) Vocal inflection
e) Focuses on people
 f) Uses opinion/stories

51. Mention the 6 points of a non-verbal expressive person.

a) Points at others
b) Leans forward to make a point
c) Direct eye contact
d) Open palms
e) Casual posture
f) Animated expressions
52. Mention the 6 points to recognise an expressive person.
a) Rapid action time
b) Maximum effort to involve
c) Minimum concern for routine
d) Impulsive action
e) Tendency to reject isolation
f) Need for excitement/personal approach and acceptance.

53.ADVANTAGES OF ASSERTIVE BEHAVIOUR( 6 points)

• Makes us confident on who we are and present our views without FEAR
• More ideas can be generated –leading to creativity & productivity
• They make one CONFIDENT & clear with mission & goal
• Assertiveness is a key to better and quicker decision making and faster and more productive
actions
• Helps to know the motivation behind every action and communication. This attitude reduces
misunderstandings between people as everyone will have their view as well as others' views
• It enables the shy/reserved to talk & moderates the naturally aggressive people.

55.CUSTOMER SERVICE TIPS FOR ANALYTICALS(2)

• Give clear and detailed responses

• Use step by step procedures

56.BEST WAY TO HELP ANALYTICALS

• Providing data/facts/instructions in direct organized manner

• Offer research data & background material & allow them time to draw conclusions

57.CUSTOMER SERVICE TIPS FOR DRIVERS(5)

• They expect to value their time

 • Want solutions & answers to problems –immediately
• Talk about results & benefits
• Be concise & professional
• Show facts that can be grasped quickly-IF YOU WANT TO CONVINCE them

58.CUSTOMER SERVICE TIPS FOR AMIABLE(5)

• They expect the CSA to be considerate & friendly

• They chat for a while before getting into business
• The CSA should Focus on WHY YOUR PRODUCT
• Give Solutions/advice to meet their needs
• They will be happy-When CSA shares positive experiences from the other customers

59.CUSTOMER SERVICE TIPS FOR EXPRESSIVE (6)

• Are slow with BUYING decision

• Socialize for sometime before getting into business
• Focus on big picture-not small details
• They like to know WHO USES THEIR PRODUCT/SERVICE
• THEY BUY WHEN RECOMMENDED TO USE BY PEOPLE WHOM THEY KNOW
• Showcase your best testimonials

60.USES OF INCREASED SELF AWARENESS(5)

• 1.freedom to think about ourselves & others in a positive way

• 2.approach problems with optimism-solve a problem/reach a compromise
• 3.Helps to improve competencies & abilities
• Helps one to know his/her strengths & weakness which in turn helps in self improvement.

61. SELF AWARENESS is a key to better, quicker decision making & productive acts.
 6.2&6.3 SOCIAL STYLES
1. AMIABLE & EXPRESSIVE styles are less suitable to customer service because both of them fall in the
MORE RESPONSIVE grid.
2. AMIABLE & EXPRESSIVE are the most suited styles for customer service.
3. AMIABLE & RESPONSIVE should be the predominant style for CSA.
4. Amiable & expressive style falls in the MORE RESPONSIVE grid.
5. The AMIABLE & RESPONSIVE styles of people are more concerned about the needs of other people.
6. The expressive style people are OUTGOING & DYNAMIC.
7. In the check-in counter at the airport the AMIABLE/EXPRESSIVE style is preferred.
8. Cabin crew & supervisors have to have EXPRESSIVE/DRIVER style.
9. The back-up style for cabin crew is DRIVER STYLE.
10. The predominant style for cabin crew must be EXPRESSIVE.
11. 5 points ‘clues & cues’ to identify a customer style are
• How they use words
• The pace of their speech
• The tone of their voice
• How well they listen
• How they like to be handled
12. Adapting to a particular social style is called FLEXING STRATEGY.
13. Expressive people are most compatible with AMIABLE style and least compatible with DRIVER style.
14. While dealing with a driver style customer, the CSA has to adopt some of the ANALYST style
behaviour.
15. Cues & clues for an analyst customer. Mention the 5 points.
• WORDS:USE FACTS,DIRECT,QUIETER/RESERVED,CHOOSES WORDS CAREFULLY
• PACE: SLOWER
• TONE: SINCERE/SHY/NERVOUS
• LISTENS: VERY WELL
• LIKES: SPECIFIC,THOROUGHNESS,INTEGRITY
16. Cues & clues for a driver customer. Mention the 5 points.
• WORDS:INTENSIVE
• PACE:HURRIED
• TONE:AUTHORITATIVE,CONFIDENT,MONOTONE
• LISTENS: WELL FOR SHORT PERIODS,MAY INTERRUPT
• LIKESPROFESSIONALISM,CLEAR & CONCISE, BEING IN CONTROL
17. Cues & clues for an amiable customer. Mention the 5 points.
• WORDS: WARM, NEEDS TO EXPLAIN,QUIETER,RESERVED CHOOSES WORDS CAREFULLY
• PACE: SLOWER
• TONE: SINCERE,SHY/NERVOUS
• LISTENS: VERY WELL
• LIKES: SPECIFIC,THOROUGHNESS,INTEGRITY.
18. Cues & clues for an expressive customer. Mention the 5 points.
• WORDS: TALKATIVE,DRAMATIC,USES STORIES
• PACE: VARIES WITH EMOTION
• TONE:USES INFLECTION,LOUDER
• LISTENS: PREFERS TO TALK
• LIKES:RECOGNITION,CONFIDENCE
19. A driver person is most compatible with ANALYST style & least compatible with DRIVER & AMIABLE
style.
20. An analyst is most compatible with ANALYST style and least compatible with EXPRESSIVE style.
21. An amiable person is most compatible with AMIABLE & EXPRESSIVE style and least compatible with
DRIVER style.
22. Adapting and adjusting to a particular social style is called FLEXING.
23. It is not possible to CHANGE a predominant social style but we can ADJUST BEHAVIOUR through
flexing strategies.
24. Why is it necessary for cabin crews to have a driver style as back-up/secondary style.-BECAUSE IN
EMERGENCIES THEY NEED TO BE ASSERTIVE ,ASSESS THE SITUATION & TAKE CHARGE.
25. TYPE I & TYPE II are the two ways of flexing/adjusting to the social style of customers.
26. TO EXPLAIN HOW(for analyst),EXPLAIN WHAT(FOR DRIVER),EXPLAIN WHY(AMIABLE),EXPLAIN
WHO(FOR EXPRESSIVE) are the uses of the type1 flexing strategy.
27. Adjusting one’s style should be COMPATIBLE with the other person’s style.
28. KNOW YOURSELF,KNOW OTHERS & CONTROL YOURSELF are the steps to be following while flexing to
build positive relationships with customers.
29. Adjusting one’s style to complement with another’s style is supposed to be manipulative. T/F-FALSE
30. Five guidelines for flexing strategy.
• People perform best in positive relationships.
• Positive relationships have to be worked at.
• To develop the skills that enable you to better deal with people.
• Adjusting one’s social style is not manipulative however using one’s skills for the wrong reasons, will
be noticed.
• Exerting control over your behavior to display adaptability and a willingness to do your best.

6.3
31. CROSS CULTURAL ANALYSIS is the systematic comparison of similarities and differences in the
material and behavioral aspects of culture.
32. CROSS CULTURAL AWARENESS involves understanding how a person’s culture may inform their
values, behaviour beliefs and assumption.
33. Standardization of behaviour has wiped out cultural differences. T/F-FALSE
34. CULTURE refers to a group’s patterns of feeling, thinking, behaviour, values and attitudes.
35. GROUP refers to number of people in contact with each other.
36. CATEGORY means people who without necessarily having contact have something in common.
37. NATION is a political area separated by political borders.
38. Different nations always have different cultures. T/F-FALSE
39. Every nation will have only one culture. T/F-FALSE
40. Cultural plays a critical role in determining the acceptable size of INTERPERSONAL SPACE
41. INTERPERSONAL SPACE is the space we like to maintain between ourselves and others when we are
communicating.
42. CULTURE plays an important role in determining the interpersonal space.
43. INTERPERSONAL SPACE,PUNCTUALITY,DRESS,PUBLIC DISPLAY OF AFFECTION, FOOD & GESTURES
determine the cultural differences.
44. What is considered ‘polite’ and ‘ONTIME ’ in one culture may be considered late/early in another
culture. T/F-TRUE
45. The cultural attitude towards time depends on concepts like PUNCTUALITY,PRECISION & SCHEDULING.
46. Generally speaking taboos tend to be associated with NONVERBAL BEHAVIOUR
47. When the CSA shows that he knows something about a passenger’s culture he is bound to make a
good impression on the customer. T/F-TRUE
48. Tourism is increasing the cultural isolation between the nations in recent years. T/F-FALSE
49. Cultural differences do not influence globalization and open sky policies. T/F-FALSE
50. Stereotyping favors the airline industry. T/F-FALSE
51. It is possible to break a taboo through verbal behaviour. T/F-TRUE
52. BEWARE OF YOUR OWN CULTURE & BELIEFS,BUILD YOUR CULTURAL KNOWLEDGE,TREAT PEOPLE AS
INDIVIDUALS & LISTEN ACTIVELY. are the strategies helpful in increasing your cross-cultural
awareness.
53. Within a continent all the nations will have the same culture.True/false-FALSE
54. There are approximately 300 different ethnic groups in Indonesia.
55. The six cultural levels are NATIONAL,REGIONAL/ETHNIC/RELIGIOUS/LINGUISTIC,GENDER
LEVEL,GENERATION LEVEL,SOCIAL CLASS,ORGANIZATIONAL/CORPORATE.
56. The terms ‘Culture’ & ‘Nation ‘ are synonymous. True/false-FALSE
57. (X) OUT OF PORTION is the busiest airport in the world.
58. (X)____________ is the second busiest airport in the world with over ___________ passengers a
year.
59. SOUTHERN part of swiss is culturally considered to be closer to French culture
60. In INDIAN culture it is considered polite to greet elders/seniors/family first
61. The WELSH & FRENCH BRETONS Europeans share the same culture.
62. The factors that contribute to workplace diversity and cultural difference are attributable to
CULTURE,WORK STYLES,EDUCATION & DISABILITY.
63. There are many SIMILARITIES among employees in a workplace than
differences.(similarities/dissimilarities)
64. Muslims do not eat and drink PORK & ALOHOL
65. Hindus do not eat BEEF
66. Beef is not consumed by HINDUS & SIKHS
67. LAMB.CHICKEN & FISH are usually served in flights.
68. It is considered unclean /uncivilized to eat or even hold utensils in the left hand in the countries of
MUSLIM COUNTRIES,INDIA & NEPAL._.
69. In AFRICAN continent the different nations have the same culture.
70. It is unusual for local men and women to wear shorts in the countries ofASIA,AFRICA & LATIN
AMERICA.
71. CULTURE may have very specific rules that apply to the ways in which the food must be kept, cooked
or served.
72. A woman’s hair is considered provocative in MUSLIM culture.
73. It is common in the NONWESTERN countries to remove one’s shoes before entering temples or
homes.
74. Public display of affection is common in many countries. True /falseFALSE
75. In NON WESTERN COUNTRIES countries it is unacceptable for men and women to be openly
affectionate in public.
76. In MIDDLE EASTERN COUNTRIES it is common to see a man holding another man’s hand while
walking.
77. Beckoning someone by crooking the fingers at them can be considered an insult in ASIAN & MIDDLE
EAST Countries.
78. In SOUTH EAST ASIAN countries standing with the hands on the hips while speaking to somebody
projects hostility.
79. Looking straight into one’s face and eyes while talking is considered rude in JAPAN culture.
80. One of the hardest thing to learn about a culture is THE CULTURAL TABOO.
81. A person breaks a CULTURAL TABOO when he or she does something that people from other culture
find unacceptable/rude.
82. It is acceptable in all cultures to open gifts in front of others.T/F-FALSE
83. Every country in the AFRICAN continent has an official language.
84. IMPOLITE SPEECH & VULGARISM are widely unacceptable and considered to be rude.
85. Cultural verbal mistakes are ASKING QUESTIONS OR BRINGING UP THE SUBJECT OF A TOPIC WHICH
PEOPLE IN A CULTURE DON’T LIKE DISCUSSING.
86. CULTURE provide information about inner feelings.
87. JAPAN country has built an extremely successful economy because of their research and
understanding of the people of various cultures.
88. Culture also includes material elements like BOOKS,NEWSPAPER,MODE OF TRANSPORT,BUILDINGS
89. Culture also refers to the customs and rituals practiced by people. True /false.-TRUE
90. All Indian Sikhs use SINGH as surname/connector.
91. Standardization of behavior has wiped off the cultural differences. True/false.-FALSE
 MODULE 7 : DEALING WITH COMPLAINTS
1. A customer-centric organization just responds to customer complaints. T/F-false-they seek the
complaints & welcome them.
2. Mention the 4 points of a successful customer recovery(AIR CANADA)
• Ensure customer satisfaction
• Influence customer loyalty
• Promote positive feedback
• Ultimately become more profitable
3. COMPLAINTS are a sign of failure.
4. 96 % of unhappy customers do not complain and 91%
of these customers will simply leave and will not come back.
5. All CONFLICTS & COMPLAINTS are the result of someone’s expectations not being met.
6. If performance fails to match the standard of the customer’s expectations DISSATISFACTION will
result.
7. Formula for satisfaction is EPS
8. EXPECTANCY X VALUE APPROACH states that the strength of the tendency of act in a certain way
depends on the strength of the expectancy that the act will be followed by a given sequence.
9. Customers not being informed about how to use product/service/having unreasonable
expectations of a product/service may result in DISSATISFACTION.
10. AIRLINE CUSTOMER ADVOCATE is the name of the alliance formed to resolve the customer’s
complaint FIVE of airlines and its members viz., JETSTAR,QANTAS,REGIONAL AIRLINES,TIGER
AIRWAYS & VIRGIN AUSTRALIA.
• 10A) THE AIRLINE CUSTOMER ADVOCATE WAS ESTABLISHED IN______2012--EXTRA
11. The probability of selling to an existing customer is 60-70 %. The probability of selling to a new
prospect is 5-20%
12. CUSTOMER SERVICE STRATEGY’s main objective is the creation of a difference that is wholly
observable and measurable by customers.
13. _The objectives of Customer service strategy.
• 1.Creation of differences-measurable & observable by customers
• 2.Real impact on procedures within the company
• 3.Define both internal culture & Intended external image-incorporating markets, technology
,profit objectives
14. The key elements of customer service strategy.
• Customer needs & Expectations,
• Competitor activities
• Vision of the future
• Customer research & analysis of the competitors
15. MISSION STATEMENT is the starting point of customer service strategy.
16. CHARTER outlines what the company promises to deliver to the customer.
17. The five main reasons for customer dissatisfaction.
• EMPLOYEE ERRORS & FAILURES
• OVERPROMISING TO CUSTOMERS
• MISLEADING MARKETING & POLICY INFORMATION
• CUSTOMER ERRORS IN USING A PRODUCT OR SERVICE
• CUSTOMERS HAVING UNREASONABLE EXPECTATIONS
18. PROBLEMS WITH SERVICE,PRODUCT & PERSONNEL are considered as legitimate complaints.
19. Complaints based on GENDER,CREED,RACE & COLOUR are illegitimate complaints.
20. Treating customers as an individual with unique needs and preferences is a proactive strategy for
achieving customer satisfaction. T/F-true
21. A customer is 4 times more likely to defect to a competitor of the problem is SERVICE related
than PRODUCT/PRICE related.
22. List the 10 reasons for customer dissatisfaction.
• LOST LUGGAGE
• DELAYED FLIGHTS
• UNCOMFORTABLE SEATS
• HIDDEN CHARGES/COST
• CUSTOMER SERVICE
• CABIN CLEANLINESS
• REFUNDS
• BOOKING TERMS & CONDITIONS
• AIRLINE MEALS
• CHANGE OF AIRCRAFT
23. Flight delays are a common feature of DOMESTIC CHINESE airlines.
24. The most common customer complaint with regards to flight delay is_CUSTOMERS ARE NOT KEPT
INFORMED OR UPDATED.
25. SEATS TOGETHER FOR FAMILIES/FRIENDS,UPGRADING MEALS,PREMIUM ALCOHOL & MIDFLIGHT
SNACKS are the areas where Extra charges may be applicable.
26. 14 TO 30 DAYS is the general time range taken by the Airlines to respond to customers’s
problems.
27. 4 reasons for customer complaint with regards to CUSTOMER SERVICE.
• Customer wants to make changes-CSA DOES NOT RESPOND
• Cancellations-CSA DOES NOT RESPOND
• flight delays –CSA DOES NOT INFORM
• Over charging on payment cards-CSA does not respond WHEN QUESTIONED.
 28. 4 reasons for customer complaint with regards to the CUSTOMER SERVICE STAFF.
• CSA being rude
• Absent on board service
• Poor language skills
• CSA’S disinterest towards customer
29. SHORTER TURNAROUND TIMES/INCREASED AIRCRAFT UTILIZATION___________ allows lesser
time for the airlines to clean their cabins.
30. 3 prime sources of customer complaint with regards to CABIN CLEANLINESS
• Poor cabin condition
• Dirty aircraft
• Cleanliness of the wash rooms
31. It costs 10________ times to acquire a new customer than to retain an existing one.
32. Open ended questions are normally prefaced by WHAT,HOW & WHY
33. 4 reasons for customer dissatisfaction with regards to REFUNDS-DELAY IN GETTING REFUNDS
WHEN-
• Pre booked seats not honored
• Priority boarding not enforced
• Forced downgrades
34. The most important reason for customer complaint with reference to BOOKING TERMS &
CONDITIONS.
• Many book cheap ticket without understanding lack of ticket flexibility

EXTRA QUESTIONS—VERY IMPORTANT

35. Customer needs are progressive.T/F---true
36. Components of a Customer Friendly Complaint procedure.
• 1.Customers are actively encouraged to complain
• 2.listening & reacting to customers-guess work greatly reduced
• 3.Address issues that are of concern to the customers
• 4.properly handled complaints-will increase knowledge of itself & customer that leads to
customer satisfaction

37.LOST BAGGAGE____________ is the major reason for customer dissatisfaction.

38._UNCOMFORTABLE SEATS___________ is the common cause for customer complaint.
39._DELAYED FLIGHTS___________ is the Variable reason for customer complaints.
40.__CHARGES FOR ANCILLARY SERVICES__________ is the reason for customer’s anger with LCC.
41.Most Airlines are very quick in processing straightforward refunds—TRUE/FALSE---FALSE
42.Customer dissatisfaction may be because of( 2 reasons mainly)
• CUSTOMER NOT BEING INFORMED ON HOW TO USE A SERVICE/PRODUCT
• CUSTOMERS HAVING UNREASONABLE EXPECTATIONS ABOUT A PRODUCT/SERVICE
43.TOLERANCE____________levels increase when individual customer needs are acknowledged.
44.Customers are primarily concerned about the CSA and not about themselves-T/F---FALSE-THEY ARE
ONLY CONCERNED ABOUT THEMSELVES.
45.Customers are more bothered about problems from CSA side like Computer breakdown,labor
disputes ,scheduling problems & poor working conditions.T/F---FALSE
46.FIVE IMPORTANT EXAMPLES OF LEGITIMATE COMPLAINTS(IMPORTANT QUESTION FOR IATA EXAM)
• if a meal that is supposed to be hot is served cold, -SERVICE PROBLEM
• a preordered meal is unavailable on a flight for some reason, -SERVICE PROBLEM
• a paid seat booking on the aircraft cannot be honored, -SERVICE PROBLEM
• member of staff has been less than courteous in dealing-PERSONNEL PROBLEM
• An overbooked flight that causes a passenger inconvenience or expense due to having to leave
on a later flight may be grounds for a complaint,

47.Merely(Only) REGRET-------------- but not -REDRESSAL------------- will not lead to customer satisfaction.
48.The customers can forward complaints to Airline Customer Advocate electronically via website
www.airlinecustomeradvocate.com.au
49._CUSTOMERS HAVING UNREASONABLE EXPECTATION___________ is the MOST CHALLENGING
REASON regarding customer dissatisfaction for the CSA to deal with.
50.The FIVE common reasons for customer complaint with regards to BOOKING TERMS & CONDITIONS
• Lack of understanding
• Complex fare structures & booking codes
• Varying luggage policies
• Ticket change charges
• Cancellations & monetary changes
• NUMBER ONE COMPLAINT-Many book cheap ticket without understanding lack of ticket
flexibility.

51.Most customer complaints with regards to AIRLINE MEALS is_SPECIAL ORDER

MEALS_________________
52.PRIME (important) discontent(unhappiness) of customers with regards to AIRLINE MEALS are
• PRE-ORDERED MEALS NOT LOADED INTO FLIGHT
• PRE-ORDERED MEALS SERVED WRONG TO A CUSTOMER
52._ONBOARD CATERING___________________ is an area of the airlines which can never please the
passengers.
53.TREATING EACH CUSTOMER AS AN INDIVIDUAL WITH UNIQUE NEDDS 7
PREFERANCES________________________________ is a proactive strategy for achieving customer
satisfaction.
53.When the cost of meals range between _USD5 TO 10___________ on board the economy class the
customer expectations are very high.
54.When the Airline pushes up ( increases) the unit cost of meals in the premium cabins(first class
/business class) the customer expectations decrease.T/F---FALSE-CUSTOMER EXPECTATIONS INCREASE.
55.In recent years customers experience dissatisfaction at the time of check-in when they are informed
that the 3 aircraft types-A380----------------,-BOEING 787----------------------,&--A350------------------- have
been substituted by other aircraft types.
 7.2 DEALING WITH CUSTOMERS
1. Every complaint is an opportunity to turn a potential loss into a profitable experience.
T/FTrue
2. 12 strategies to handle complaints effectively. Mention them.
a) Become aware of non- verbal signs that the customer is unhappy.
b) Listen attentively
c) Do not become defensive
d) Shift from accusation to problem itself
e) Remain calm and try to calm the customer
f) Forget who is to blame
g) Express regret earlier
h) Trust your customers
i) Have a working knowledge of company policy
j) Settle complaints quickly
k) Thank the customer
3. _________Listen attentively___________ is the most important step in dealing with
customer complaints.
4. ___Open questions, closed questions________________, _______leading
questions_____________, ____specific questions________________ are the types of
questions to get complaints from customers.
5. _____Open questions_______________ are questions that cannot be answered by yes/no.
6. _______________Closed questions_____ are questions that can be answered by yes/no.
7. ____________Open questions________ are the questions that are useful in knowing about
the customer’s feelings, attitudes and beliefs.
8. __________Closed questions__________ are questions that are helpful in dissipating the
customer’s nervousness.
9. ____Leading questions________________ are questions which indicate the answer that is
required of the customer.
10. _____Specific questions___ questions are used to obtain definite fact/specific information.
11. _______Specific questions_____________ questions helps in eliminating irrelevant
information.
12. We should ask many questions to the customers with complaints. T/FFalse
13. _____Customer profitablity_______________ trends to increase over the life of the retained
customer.
14. Finding something in a customer’s criticism helps to diffuse tension.True
15. Focusing on finding a solution to the customer problem rather than whom is to blame will
reduce the time it takes to resolve a complaint. T/FTrue
16. ____________________ is the most effective questioning type for customers with
complaints.
17. __________Meek__________ style of customers will not complain unless encouraged to do
so.
18. CSA must work hard to solicit comments and complaints from _______Meek_____________
style of customers.
19. _____Chronic complainer Style_______________ style of customers enjoys complaining.
20. When dealing with aggressive customer CSA should allow them to complete. T/FTrue
21. _____________Chronic complainer_______ style of customer is never satisfied.
22. _____Chronic complainer_______________ style of complaining customer always believes
that something is wrong.
23. ______________Aggressive______ style of customer does not readily respond to
excuses/explanations.
24. Characteristics of high roller type ___Expect best and are willing to pay for
it_________________, _________dont like excuses___________, ______complain in a
reasonable manner______________ & __________interested in results and how they are
provided__________.
25. ________Aggressive____________ & _____high roller style_______________ style of
customers are not interested in excuses.
26. ______________Chronic complainer______ style of customers will appreciate & accept
CSA’s efforts to make things right.
27. ______ Chronic complainer____________________ customers tend to become loyal
customers.
28. _________________Trying to get something for nothing___ style of customers will never
want their complaints to be resolved.
29. CSA needs lots of patience to deal with _Chronic complainer___________________ style of
customers.
30. Dealing with _____ Trying to get something for nothing_______________ style of customers is
tricky.
31. A complaint system is needed to give every staff members a guidance. T/FTrue
32. While answering complaints use ____________________ (I/you).
33. Mention the 8 steps in the complaint system.
a) Log the complaint
b) Inform the customer that you are dealing with the complaint-timescale and any
immediate action taken.
c) If you are not the person to solve the problem, send a copy of details to the person
who can.
d) Note any action taken at the time of complaint to attempt to solve the problem.
 e) Once the problem has been solved, complete notes of the action taken.
f) Write/speak to the customer
g) Send the person who received the complaint a copy of the form showing the action
taken.
h) Ensure the complaint has been analysed and fed into a central data system.
34. Proactive airlines encourage the customers to complain on the spot. T/FTrue
35. Customers having a legitimate complaint are requested to have discussions
___________Offline_______(offline/online).
36. A formal complaint from customers should contain the following details ______flight number,
date______________, _______airport name_____________, ___names of
individuals/baggage_________________.
37. The online complaint form in USA is _____Airsafe.com_______________.
38. Customer centric airlines will use other ways to get general feedback that goes beyond individual
complaints like ___surveys_________________ conducted by _____external research
company_______________ & _____questionnaires_______________ completed by
_____________customer individually_______.

7.3 DEALING WITH DISENGAGEMENT

1. ___Abusive behaviour_________________ is defined as being verbally/physically
threatening, using impolite/foul language and going emotionally out of control.
2. Mention the 8 steps to deal with disengagement.
a) talk slowly & calmly
b) empathize with the customer
c) allow the customer to vent
d) Explain that you are there to help
e) be honest
f) if the situation escalates, move out and can also ask for help
g) Issue a warning-if the customer is repeatedly using a foul/abusive language & end the
call /call security/police/supervisor
h) End the conversation-if you are not able to reason with the customer/if in person tell
the customer that you will call up the security/police

3. Airlines will have policies stating that physical/verbal abuse towards employees will not be
tolerated. T/FTrue
4. _____Conflict resolution_______________ & _________negotiation
techniques___________ are the strategies adopted by airline employees to handle customer
aggression.
5. _______Aggressive incident_____________ is an incident where an employee is abused,
threatened/assaulted.
6. _____________Self control_______ character is essential to communicate with difficult
people.
7. ____________Shouting & swearing________, ___abuse_________________,
_____________threats_______ & ____menacing looks________________ are forms of
aggressions.
8. When a customer becomes verbally abusive, the first step is to __________issue a
warning__________.
9. Employees are not required to tolerate/physical abuse, when it occurs they are required to
call the manager/police. T/FTrue
 CHAPTER 8.1: MANAGING STRESS AND PRESSURE.
1. JOBS____________________ are the major sources of stress for many people.
2. STRESS____________________ is the harmful physical and emotional responses that occur when job
requirements do not match the capabilities/resources/needs of the worker.
3. CHALLENGE____________________ is a positive element that energizes us, helps to learn new skills,
and master our jobs.
4. When job challenge turns into job demands that cannot be met with it becomes _JOB
STRESS___________________.
5. All of us need some amount of _PRESSURE___________________ (pressure/stress) to be motivated.
6. Too much of pressure results in _STRESS___________________.
7. YERKES DODSON ____________________ law that states that pressure initially increases job
performance, but on reaching peak, performance diminishes.
8. Organizational stress damages the health of ORGANIZATION____________________ as well as
EMPLOYEES____________________.
9. STRESS____________________ is a normal physical response to events that make us feel
threatened/upset.
10. Stress can be positive/negative. T/F TRUE
11. Problems at work are more strongly associated with _HEALTH COMPLAINTS___________________
(financial problems/family problems/health complaints).
12. DISTRESS CYCLE____________________ continuous cycle of thoughts and events which a person can
be easily locked in.
13. POSITIVE____________________ types of stress helps to keep our bodies in good working
order(positive/negative stress).
14. _STRESSOR___________________ is a demand made by internal/external environment that upsets a
person’s balance, and for which restoration is needed.
15. _WORK___________________, PERSONALITY____________________,
FINANCE____________________ &_RELATIONSHIPS___________________ are the four types of
stresses.
16. Personality traits may create self-generated stress. Mention the 6 points.
• Inability to accept uncertainty
• Pessimism
• Negative self talk
• Unrealistic expectations
• Perfectionism
• Lack of assertiveness
17. FINANCIAL____________________ stressors are the biggest source of stresses in our life.
18. Mention the 6 categories of work stresses.
 • -Role conflict;
• -Role ambiguity ;
• -Work overload;
• -Inadequate career development opportunities;
• -Organisational culture;
• -Lack of performance feedback
19. _ROLE CONFLICT___________________ work stress arises out of a difference between the way in
which an employee views his role and the expectations and demands put on him by employees.
20. Employees experience ORGANIZATIONAL CULTURE____________________ stress if the organization
operates in an autocratic manner.
21. When an employee is unclear about his job’s responsibilities and objectives he experiences ROLE
AMBIGUITY____________________.
22. QUANTITATIVE____________________ is a type of workload which the employee feels that he can do
but does not have sufficient time to do(qualitative/quantitative workload).
23. QUALITATIVE____________________ is the type of workload in which the employee believes that he is
simply incapable of doing its job(qualitative/quantitative).
24. QUALITATIVE____________________ is the type of workload where time is felt by the employee as
irrelevant and he believes he is incapable of doing the job irrespective of however much time is given
(qualitative/quantitative).
25. Feedback provided in an unfriendly manner or absence of feedback results in stress. T/F-TRUE
26. 8 (Rank order) organizational change events that causes stress.
• Major or frequent changes in instructions, policies or procedures;
• Major reorganization (at least Department-wide);
• Sudden significant change in the nature of your work;
• Sudden significant increase in the activity level or pace of your work;
• New boss or supervisor;
• Increase in work hours per week, due to crises, deadlines, etc.
• Preparation and delivery of major briefings or formal presentations;
• Decrease in status, either actual or in relation to peers.
27. Mention the 8 (Rank order) stressful daily work conditions.
• I have too much to do and too little time to do it;
• Others” demands for my time at work are in conflict with each other;
• I spend my time “fighting fires” rather than working to a plan;
• Decisions or changes which affect me are made “above” without my knowledge or involvement;
• I must attend meetings to get my job done;
• There is conflict between my unit and others it must work with;
• Management expects me to interrupt my work for new priorities;
• I lack confidence in management
28. COGNITIVE,BEHAVIOURAL,EMOTIONAL & PHYSICAL_ are the symptoms that stress creates.
29. HOMEOSTATIS____________________ is the name for body’s normal state.
30. HOMEOSTATIS____________________ is the process which maintains balance among the various
bodily functions.
31. Mention the definition of acute stress.
• A reaction to a perceived emergency or threat in a person’s environment.
32. Define burnout.
• “ Burnout is a psychological process, brought about by unrelieved work stress, that results in emotional
exhaustion, depersonalization, and feelings of decreased accomplishment.
33. Define chronic stress.
• Lasts over a longer period of time, causes long-term physiological and emotional damage.
34. Define depression.
• A reaction characterized
• apprehension(fear that something will happen),
• self-devaluation,
• feelings of guilt
• worthlessness, dejection,
• persuasive(argumentative) pessimistic outlook.”
35. Define anxiety.
• Unpleasant emotional state accompanied by
• physiological arousal
• cognitive elements of apprehension(anxiety/fear ), guilt and a sense of impending disaster.”
36. Mention the 6 cognitive symptoms of stress.
• Memory problems
• Inability to concentrate
• Poor judgment
• Seeing only the negative
• Racing thoughts
• Constant worry
37. Chronic stress has both _PHYSIOLOGICAL___________________ &
_EMOTIONAL___________________ effects.
38. CHRONIC____________________ is a extreme type of acute stress.
39. _DEPRESSION___________________ is a extreme condition of chronic stress.
40. Burnout is mostly related to _WORK___________________ (work/personal/finance).
41. Mention the 6 emotional symptoms of stress.
• Moodiness
• Short temper/irritability
• Agitation
• Over whelmed(feel that he has too many things to deal with)
• Loneliness/isolation
• Depression/unhappiness
42. Mention the 5 physical symptoms of stress.
• Aches & pains
• Nausea(vomiting sensation), dizziness(fainting)
• Chest pain
• Rapid heartbeat
• Frequent colds
43. Mention the 6 behavioral symptoms of stress.
• Eating more or less
• Sleeping too much or little
• Isolating from others
• Procrastinating-delay or postponement
• Alcohol/cigarettes/drugs
• Nervous habits-nail biting/pacing
44. FEAR____________________ is an emotional reaction to a specific/identifiable object
45. Burnout happens suddenly. T/F-FALSE
46. Mention the 6 stages in burnout.
• INVOLVEMENT
• STAGNATION
• DETACHMENT
• JUNCTURE
• INTERVENTION
47. Changes become visible in the _DETACHMENT___________________ stage of burnout.
48. Symptoms become critical at the JUNCTURE____________________ stage of burnout.
49. Symptoms become serious and negative during the _INTERVENTION___________________ stage.
50. Mention the 8 signs of anxiety /depression.
• Smoking to excess;
• Drinking to excess;
• Overeating;
• Under eating;
• Exercising more than usual;
• Sleeping more than usual;
• Drug abuse;
 • Withdrawing into a favorite activity or hobby e.g. reading or listening to music much more frequently.
51. During the __STAGNATION__________________ stage of burnout, employee’s job satisfaction and
standard of performance begins to decline.
52. During the _DETACHMENT___________________ stage of burnout, an employee experiences chronic
exhaustion, illness, anger, depression etc.

53.The distress cycle effects

• Poor decision making

• Loss of situational awareness
• Make errors of judgement
• Become confused
• Unable to cope with increase in workload
• Absenteeism from work

54.Four circle of events in the distress cycle-

1.NEGATIVE SELF TALK

2.CHEMICAL BATH OF HARMONES,
3..ELEVATED BLOOD PRESSURE, FASTER HEARTBEAT, INTERRUPTED DIGESTION, WHICH PREPARES HIM
TO FIGHT PHYSICALLY OR TO RUN AWAY.
4.NEGATIVE SELF TALK
_______
 8.2 MANAGING STRESS AND PRESSURE
1. Stress can be completely eliminated. T/FFalse
2. Stress cannot be completely eliminated, it can only be reduced. T/FTrue
3. Mention the 6 points for reacting positively towards stress.
a) Ask yourself
b) Avoid negative thoughts
c) Look at yourself.
d) Accept that everyone will have some amount of stress.
e) Examine your expectations of life.
f) See stress as a positive force.

4. Mention the 5 methods found by successful manager to cope up with stress.

a) Understanding self
b) Ability to behave flexibly
c) Understanding situations and others
d) Ability to control situations.
e) Attitude

5. During stressful times taking stock of one’s ___strengths_________________ helps to think in

positive way.
6. ________Operating on basis of a set of principles____________ & ________recognising the
____worth and dignity of each individual irrespective of race or creed_______ are spiritual
strengths.
7. Mention the 4 points of intellectual strength.(ASKED IN IATA EXAM)
a) intellectual abilities and education
b) on job training
c) Ability to do good job and to assume special responsibilities.
d) Financial management, speaking or understanding a second language.

8. Mention the 2 points of social strength.(ASKED IN IATA EXAM)

a) Meet people easily, make people comfortable.
b) Treat people with consideration,politeness and respect.

9. Mention the 3 points of emotional strength.(ASKED IN IATA EXAM)

a) Ability to give and receive love and affection.
b) Ability to put things in perspective.
c) Sense of humor
 10. Mention the 3 points of physical strength.(ASKED IN IATA EXAM)
a) Good health
b) Ability to participate in sports
c) Special abilities like swimming and running.

11. Mention the 12 points about healthy work places.

• Employees are valued
• Safety comes first
• Jobs are challenging
• Employees have control over work load and work pace
• Employees have a say in workplace decisions
• Relationships are based on trust, respect, and fairness
• Employees have adequate resources to do their job
• Supervisors support employees
• Employees have opportunities for training and development
• Communication is two-way and open
• Employees are recognized for their contributions
• Pay and benefits provide an adequate and secure living standard
12. CSA-airport__________________ & ______Cabin crew______________ are the employee
categories who face sleeping difficulties.
13. ________Lighting levels, temperature& ___job responsibilities_________________ are the
factors that affect the alertness of shift workers.
14. ______________Eat meals that are high in protein and carbohydrates______, __avoid fried
food__________________ & ____________not advisable to sleep after heavy
meal/hungry________ are points to be considered for shift workers.
15. ____IROP________________ is defined as deviation from planned flight operations that causes
delay/cancellation of flight.
16. Mention the 4 uncontrolled causes for IROP.(ASKED IN IATA EXAM)
a) weather events
b) security breach
c) medical issue of a passenger
d) air traffic control

17. Mention the 4 controllable causes for IROP.(ASKED IN IATA EXAM)

a) Substitution of one aircraft with another
b) Delay in arrival of catering service
c) Delay/sickness of crew member
 d) Passenger who is denied boarding

18. ____________isolated events________ & ______systematic events______________ are two

kinds of schedule deviation from airline operation perspective.
19. Explain the difference between isolated event & systematic event.
In case of isolated event, it affects a specific flight where a delay of 15-30 minutes occur. These
do not affect follow- on flight segments. Also a few passenger misconnects occur. But in the case
of systematic events, multiple aircrafts and their follow-on flight segments are impacted
resulting in cancellation, long delay, diversion requiring rescheduling flights and passengers.
20. I) Airline system manager.
2) Airline vendor (Fueling mechanics & catering).
3) Airline crew members & mechanics.
4) Airport operations.
5) Airport services
6) Air traffic control
7) Passengers.
8) Affected by IROPS
21. ____________defined delay_______, _______rolling delay____________ & __________cancel
the flight_________ are the three options available for the airlines during IROPS.
22. _________Cancel the flight__________ means re-schedule passengers on another flight and
reallocate/re-position the aircraft & crew.
23. _Rolling delay/indefinite delay__________________ is delay the flight without posting a new
departure time to determine if conditions improve.
24. 5 Passenger needs during IROP
• Up-to-date information.
• Food and beverages made available
• Safe an secure facilities, including clean restrooms on board aircraft and in airport terminals;
• Special services, for . Special needs /handicapped passengers .
• Lodging facilities. (arranged & paid for by the airlines)
25. _MEETING CUSTOMER NEEDS DURING DIFFICULT & CHALLENGING SITUATIONS____________
build the reputation for the airlines.
26. 9 issues that complicate IROPs
• Lack of customer service staff to respond to customers in a timely manner
• Lack of information-delay/reschedule/cancellation/alternatives
• Loss of flight & crew due to rescheduling
• Loss of designated time slot time for take off
• Handling disabled/aged/UMNR during IROP
• Concessions not open after hours for food & drinks
 • No accommodation for overnight stay
• Passengers requiring medication/care for service animals

EXTRA QUESTIONS:

27.Decision to cancel/delay a flight in advance to flight departure is made by_OPERATIONS COMMAND

TEAM__

28.Cancellations after gate departure are decided by the PILOT IN COMMAND AND THE DISPATCHER FOR
THE FLIGHT, PLUS AIRLINE AIRPORT MANAGERS AND SYSTEM OPERATIONS TEAMS .