New flight assistant strategy service category 1

Story 1:? I didn't notice the sleeping passengers, which led the passengers to ask for water in the service cabin.

A passenger took a flight and called to complain about all the flight attendants in economy class. The passenger said that he was not feeling well that day and went to the back cabin to ask the flight attendant for water when he needed water. As a result, 3-4 flight attendants were chatting and drinking water by themselves, which was very slow and rude.

We can do it and do it better: active information communication?

Business guidance: 1. For passengers who need help, be caring and attentive and provide services on their own initiative;

2. For passengers sleeping with warm cards, flight attendants need to pay attention to information transmission to avoid lack of service.

3. After the in-flight catering service process is over, the flight attendants should take turns to inspect the cabin.

Story 2: Poor service attitude leads to complaints.

Gold card passengers take a flight, and passengers say that the service attitude of economy class flight attendants is very cold. Because the passengers took their children on the flight that day, after the flight, the children cleaned up the garbage and handed it over to the flight attendants. The flight attendant didn't receive it, so just let it go. The attitude is indifferent, the flight experience is extremely poor, and the passengers are dissatisfied. They demanded complaints and answers.

We can do it and do it better: micro-expression? Serve small passengers

Business guidance:? 1. The service attitude and micro-expression of flight attendants are often concerned by passengers. We should provide sincere, positive and enthusiastic services. Pay attention to the needs of passengers and their families and provide humanistic care services;

2. Key points of small passenger service: prepare ice packs and paper towels in advance, and take the initiative to ask whether it is necessary to take the garbage away when patrolling the cabin.

Story 3: Complaints caused by spilling drinks on passengers

Passengers take the flight, flight attendants are delivering drinks, and 39k passengers want a glass of mineral water. Because the plane was a little bumpy, the water in the cup splashed on the collar of the down jacket in the hands of 39J passengers during the flight attendant's putting the cup on the passenger's small table. At this time, the flight attendant immediately apologized, went to the bathroom to help the passengers clean their clothes, and then handed the clothes and a pack of napkins to the passengers. Passengers are not satisfied, ask for a complaint and reply.

We can do it and do it better: a step-by-step reporting system? Remedy in time? Very careful

Business guidance: 1. Communicate and report anything to the leaders on duty in time, and the leaders on duty can make a series of remedial measures in time;

? Continue to pay attention to the needs of passengers during the voyage and pay more attention.

Story 4: The flight attendants handle the problem of passengers joining the club.

A passenger on a flight said that he had clearly told the flight attendant that he had a membership card registered with his ID card, but the flight attendant still encouraged the passenger to apply for another membership card with his passport number and told the passenger that he could call 95530 to merge the two cards later. However, due to the inversion of the name of the membership card handled by the flight attendants for passengers, it is impossible to handle the merger, and it is necessary to go to the counter of the company's sales department in person. Passengers are dissatisfied with complaints.

We can do it and do it better: make rational use of resources.

Business guidance: 1. Flight attendants can clearly tell passengers that they only need to log in to the China Eastern Airlines website to bind their passports, and then they can accumulate mileage points. However, flight attendants encourage passengers to apply for the second membership card, which is a waste of the company's service resources and a bad voyage experience.

Story 5: Service attitude is the foundation of flying?

A flight attendant on a passenger's flight feedback machine was very rude. She doesn't even know the basic manners. I don't know if there is something wrong with the tutor or what the reason is. The passenger asked for a cup of tea and she poured it. Unexpectedly, she asked the passengers to stand up the empty paper cups in their hands and then pour water. This is the tone of command. I don't know how China Eastern Airlines got such a person to work. Didn't he receive any training on how to talk to passengers before he took up his post, and didn't even have the minimum "please"

We can do it and do it better: from the word "please" to the word "thank you", we serve with a smile.

Business description: 1. Polite expressions should begin with "please" and end with "thank you".

2. Advice: "Can you bring me a cup? Be careful with tea! "

Let passengers feel that our attitude is sincere and we are ready to serve you at any time.

Story 6: The flight attendant mistakenly opened the occupied bathroom. What should I do?

A passenger on a flight said that he went to the toilet on the plane (the door was locked), and a male flight attendant opened the door without knocking or apologizing. Passengers feel particularly embarrassed and angry, and now they have to complain.

We can do it and do it better: will someone knock at the door first? Sincere apology

Business guidance: 1, toilet workflow: knock on the door first, wait for two seconds, and then confirm;

2. When the bathroom door is locked, ask more questions among the team members to prevent the bathroom from being opened by mistake;

If you open the bathroom by mistake, passengers should apologize as soon as they come out and report to the leader on duty.

Story 7: Failure to welcome guests leads to complaints from passengers.

Passengers take a flight, the seat number is row 38. Because the luggage rack is full, passengers put their luggage on the seats in row 39. After boarding the plane, the 39-row passengers stood all the time, but the flight attendants didn't deal with it. I came for a while and left, but I didn't do my duty as a flight attendant. The passenger photographed the flight attendant's name and was threatened by the flight attendant to delete the photo. After reporting the complaint to the flight attendant, the flight attendant lied about the facts and made a complaint.

We can do it, and do it better: are there any skills to clear the aisle? Communicate well when taking pictures.

Business guidance: 1. Helping passengers arrange their luggage reasonably is a business skill;

Put your hands up.

Please close the luggage rack immediately after it is full.

Take out the cup and umbrella.

If you can't put it down, report it in advance.

You should have a good communication with passengers when they take photos and complain. You can't play hardball, but it will lead to more dissatisfaction among passengers. You should report to the leader on duty in time and find a way to deal with it.