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. "아, 정말 속상하셨겠어요." "정말 불쾌하셨겠어요." "충분히 이해됩니다."
A
Ask Open Questions
Ask open questions. Ask more related questions. 고객의 불만을 더 깊이 알아낼 수 있음. 이전에 안 좋은 서비스 기억이 있을 수도 있으니 충분히 들을 것.
P
Paraphrase
Paraphrase. Repeat what the customer said in your own words. '처음부터 끝까지 다 듣고 있다'는 걸 보여주는 행동.
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. 물을 타거나, 얼음을 많이 넣거나, 컵 립에만 알코올을 묻히기.
D
Distract
Distract. Redirect their attention elsewhere. 말을 걸거나 다른 음식/음료 제안하기.
D
Deny
Deny. Only senior crew can do this. 아무나 하면 안 됨. 반드시 시니어의 판단 하에 진행.
TIP: The 4Ds are applied in order. Deny must be decided by senior crew. Mentioning this skill in interviews shows strong practical understanding.