story 1:? Not paying attention to the sleeping passengers, causing 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 the economy class of this flight. The passenger said that he was not feeling well that day and went to the flight attendant to ask for water when he needed water. As a result, 3-4 flight attendants chatted slowly and helped themselves to get water, which was also rude.

we can do it and do it better: actively communicate information?

Business guidance: 1. For passengers who need help, we should be caring and attentive, and take the initiative to provide services;

2. For sleeping passengers with warm cards, flight attendants need to pay attention to them and hand over information to avoid service loss.

3. After the catering service process in the flight, the flight attendants should patrol the cabin in turn.

Story 2: Complaint caused by lack of service attitude

Golden Card passengers took a flight, and the passengers said that the service attitude of the flight attendants in economy class was very cold, because the passengers took their children on the flight that day, and after the flight, the children cleaned up the garbage and handed it over to the flight attendants. The flight attendants didn't accept it, which meant that it was good to put it away, and their attitude was indifferent. The flight experience was very poor, and the passengers were dissatisfied. They asked to complain and give a reply.

we can do it and do it better: micro-expression? Service for small passengers

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

2. service points for small passengers: 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 drinks spilled on passengers

Passengers were on a certain flight, and the flight attendant was delivering drinks. The 39k passengers wanted a cup of mineral water, because the plane was a little bumpy. During the process of the flight attendant putting the cup on the passenger's small table, the water in the cup splashed on the collar of the down jacket in the hand of the 39J guest. At that 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. The passengers were dissatisfied and demanded.

We can do it, and do it better: reporting system step by step? Remedy in time? Pay more attention to

business guidance: 1. Communicate and report anything to the shift leader in time, and the shift leader can make a series of remedies in time;

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

Story 4: The flight attendant's handling of the passenger's membership

The passenger took a flight and 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 95531 to merge the two cards later. However, because the name of the membership card handled by the flight attendants for passengers is reversed, 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. The flight attendants can clearly tell the passengers that they only need to log on to the website of China Eastern Airlines to bind their passports, so that they can accumulate mileage points in the future. However, it is a waste of the company's service resources and a bad voyage experience for the flight attendants to encourage passengers to apply for a second card for membership indicators.

story 5: service attitude is the foundation of flight?

There was a flight attendant on a flight feedback machine. She was very rude and didn't even know the basic manners. I don't know if there was a problem with the tutor or what the reason was. The passenger asked for a cup of tea, and she poured it. I didn't expect her to ask the passenger to stand up the empty paper cup in her hand, and then pour the water. The tone was the tone of command. I don't know how China Eastern Airlines got such a person to work. Didn't she have any training on how to talk to passengers before taking up the post?

We can do it, and do it better: the word "please" starts with "thank you" and ends with "smile service"

Business instruction: 1. Polite language should use the word "please" as the beginning and "thank you" as the end.

2. Suggested speech: "Would you please get me a cup? Be careful with the tea! "

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

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

A passenger on a certain flight said that he went to the toilet on the plane (the door was locked), and a male flight attendant opened the door by himself without knocking or apologizing. The passenger felt particularly embarrassed and angry, and now he wants to complain.

we can do it and do it better: will anyone knock first? Apologize sincerely

Business guidance: 1. Workflow of the bathroom: knock on the door first, wait for two seconds, and then confirm;

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

3. If you open the bathroom by mistake, you should wait for the passengers to come out and apologize as soon as possible, and report to the shift leader.

Story 7: The lack of initiative in welcoming guests leads to passengers' complaints

The passenger took a flight with the seat number of row 38. Because the luggage rack was full, the passenger put his luggage on the seat of row 39. After boarding the plane, the 39-row passenger stood there all the time, but the flight attendant didn't deal with it. After coming for a while, he left. He didn't do his duty as a flight attendant. The passenger took the flight attendant's name and was threatened by the flight attendant to delete the photo.

We can do it, and do it better: Is there any skill in clearing the aisle? Communicate well when taking photos

Business guidance: 1. It is a business skill to help passengers arrange their luggage reasonably;

put the handle upright?

Close the luggage rack immediately when it is full

Take out the cup and umbrella

Report in advance when it can't be put down

2. Communicate with the passengers when they take photos and complain, and don't play hardball, which will lead to more dissatisfaction of the passengers. Report truthfully with the shift attendants in time and work out ways to deal with it.