职业教育空中乘务专业国家教学95课件.pptx

职业教育空中乘务专业国家教学资源库ComplaintandDisruptivePassengers旅客异议处理

职业教育空中乘务专业教学资源库ComplaintandDisruptivePassengers旅客异议处理

Whenthecrewanswerquestions,payattentiontothelanguageskill.Whenfacingquestions,weshouldanswer:IwillaskitforyouinsteadofIdontknow.whichcaneasilymakepassengersunpleasant.Workingasaflightattendantneedtocontrolnegativeemotion,talklessandworkmore.

·adjustattitude·explainworkpatientlyandapologizetopassengersatthesametime·makefullcommunicationwithpassengers,·takeappropriatemeasurestoobtainforgivenessformpassenger.·Dealwithcomplaintsfrompassengers,considerthequestionintranspositionmethodwithasenseoffairnessandjustice,andthenwecouldcoordinateittogether.

UsefulExpressions·好的，我们会想办法帮助您的。我先把这个情况报告给乘务长。Certainly,we?willtrytohelp?you.?I?will?report?this?situation?to?my?purser.·您能就提高机上服务质量给我们提些建议吗？Couldyougiveussomeadviceonimprovingourin-flightservice?·非常感谢您对我们的服务提出宝贵意见。We?greatly?appreciate?your?comments.·对不起，我们的服务没有满足您的期望。我会把您的意见向我们的经理汇报，我们也会尽全力让您在接下来的旅途中感到满意。I?am?sorry?our?service?does?not?meet?with?your?expectations.?I?willreport?our?manager?about?your?feelings,?and?we?will?do?our?best?to?make?the?rest?of?your?flight?more?enjoyable.

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