Deliver and maintain customer service standards and values to air passengers
URN: PPLCC06
Business Sectors (Suites): Aviation Operations in the Air - Cabin Crew
Developed by: People 1st
Approved on:
2021
Overview
This standard is about delivering and maintaining a high standard of customer service. You must show that you can communicate with passengers in a positive way and listen carefully to their comments to meet their needs. You must also respond to passengers' complaints and deal with incidents involving passengers.
This standard is for members of the cabin crew.
When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• deliver and maintain customer service standards and values to air passengers
Performance criteria
You must be able to:
1. Present yourself professionally, in line with the airline’s standards
2. Promote the airline’s values whilst undertaking your job role
3. Ensure your own behaviour displays the airline’s values
4. Communicate and interact with passengers in a way which meets their needs and presents a professional customer service offer in line with the airline’s values
5. Comply with the airline’s passenger service policies and procedures
6. Identify and meet passengers’ needs in line with the airline’s procedures
7. Provide assistance to passengers as required in line with the airline’s procedures
8. Promote in-flight and airline facilities, services, and products in line with the airline’s procedures
9. Acknowledge passengers' comments/feedback and take action/pass them on where appropriate
10. Acknowledge dissatisfied passengers and attend to them in line with the airline’s procedures
11. Deal with passengers' complaints in line with the airline's procedures
12. Refer complaints which are outside your limits of authority following airline procedures
13. Report and/or record complaints in line with the airline's procedures
14. Deal with incidents involving passengers in line with the airline's procedures
15. Deal with disruptive passengers following the airlines procedures
16. Seek assistance where you are unable to sort out/resolve an incident
17. Report and record incidents (including witness statements from passengers and crew) following an incident
Knowledge and Understanding
You need to know and understand:
1. The airline's standards of dress (including uniform) and behaviour
2. The airline's quality and customer service standards and how to carry out your duties to meet these standards
3. How to communicate with passengers effectively
4. How to develop a good relationship with passengers
5. How to read body language
6. The relevant parts of disability discrimination legislation
7. The conditions that make a passenger unfit to fly, such as being drunk, disruptive or a hazard to the aircraft and others onboard
8. The products you offer on board the aircraft
9. How to deal with different types of passenger feedback
10. The airline's procedures for dealing with complaints including, service-related, product-related, environment-related, passenger-related
11. The airline's procedures for dealing with incidents involving passengers, including spillages, intoxication, disorder, conflict, baggage and air rage
12. Basic techniques in managing conflict
13. Signs of aggressive body language
14. The airline's rules concerning compensation for passengers
15. The airline's procedures for reporting and recording complaints
16. The airline's procedures for reporting and recording incidents involving passengers
17. How to deal with complaints from people from various cultural and ethical backgrounds
Scope/range
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Links To Other NOS
External Links
Version Number
2
Indicative Review Date
2026
Validity
Current
Status
Original
Originating Organisation
GoSkills
Original URN
GSKCC06
Relevant Occupations
Transportation Operations and Maintenance, Transport Operations and Maintenance
SOC Code
6213
Keywords
cabin crew, airlines, passengers, customer service, complaint, incident