Proven customer service skills used on real flights. Skills you'll use in interviews and throughout your career.
4 Steps to Handle Upset Customers: LEAP
Never panic when a customer is upset. Master the 4 LEAP steps to handle any complaint.
L
Listen
Listen. Never interrupt. Hear the customer out completely. No interruptions.
E
Empathise
Empathize. Show empathy to the customer. Nod, use verbal cues.
A
Ask Open Questions
Ask open questions. Ask more related questions.
P
Paraphrase
Paraphrase. Repeat what the customer said in your own words.
E
Empathise
Empathize. Show empathy to the customer. Nod, use verbal cues. "Oh, that must have been so upsetting." "That must have been really frustrating." "I completely understand."
A
Ask Open Questions
Ask open questions. Ask more related questions to surface the root of the complaint. A prior poor-service memory may be involved — listen fully.
P
Paraphrase
Paraphrase. Repeat what the customer said in your own words. This shows you have been listening from start to finish.
TIP: LEAP is more than a skill. What customers truly want is someone who listens. Master LEAP and you'll shine in both interview roleplay and real flights.
4 Steps for Intoxicated Passengers: 4Ds
Handling intoxicated passengers is directly tied to safety. Know the 4Ds and respond professionally.
D
Delay
Delay. Serve as slowly as possible. Take your time.
D
Dilute
Dilute. Weaken the alcohol content.
D
Distract
Distract. Redirect their attention elsewhere.
D
Deny
Deny. Only senior crew can do this.
D
Dilute
Dilute. Weaken the alcohol content — add water, add more ice, or rim the glass with alcohol only.
D
Distract
Distract. Redirect their attention — start a conversation or offer alternative food and beverage.
D
Deny
Deny. Only senior crew can do this. Never on your own judgement — escalate to a senior.
TIP: The 4Ds are applied in order. Deny must be decided by senior crew. Mentioning this skill in interviews shows strong practical understanding.