Kenocia Fernandes 244890
Unit 7: D2
Rita Rosemont-Hachani
CUSTOMER SERVICE IN THE AVIATION INDUSTRY
D2 Evaluate own customer service skills in different
situations, identifying areas of development.
Role play cast: Bianca, Stuart, and Myself.
Role play number 1 summary: This was a routine scenario
about a passenger who was me, who was just passing through a
daily check-in routine. Bianca was the agent and Stuart our
narrator.
Role play number 2 summary: This was a challenging scenario
that could happen at the airport on a regular wherein Stuart was
the passenger followed by me being the customer service staff
and Bianca the narrator. In this act a passenger does not find his
baggage on the baggage belt therefore he has to approach the
baggage claim agent around.
The skills the customer service agent should hold is patience,
responsibility, teamwork, and interpersonal skills. Skills I used in
the scenario are, listening, communication, eye contact,
professionalism, consistency, and problem solving.
As we presented our role-plays which covers p9 and m3, we can
evaluate that our skills were excellent, for example
communication skills. I presented excellent customer service by
presenting verbal communication skills and being patient with a
smile on my face and handled the passenger’s problem positively
and calmly in the stressful situation, by being professional I used
good body language, and dialogues were carried out effectively.
Great problem-solving skills were used in the role-play where I
was able to solve in D2, as I presented the role play.
It is important to have customer service skills in the aviation
industry, such as:
The ability to work well with others.
Unit 7: D2
Rita Rosemont-Hachani
CUSTOMER SERVICE IN THE AVIATION INDUSTRY
D2 Evaluate own customer service skills in different
situations, identifying areas of development.
Role play cast: Bianca, Stuart, and Myself.
Role play number 1 summary: This was a routine scenario
about a passenger who was me, who was just passing through a
daily check-in routine. Bianca was the agent and Stuart our
narrator.
Role play number 2 summary: This was a challenging scenario
that could happen at the airport on a regular wherein Stuart was
the passenger followed by me being the customer service staff
and Bianca the narrator. In this act a passenger does not find his
baggage on the baggage belt therefore he has to approach the
baggage claim agent around.
The skills the customer service agent should hold is patience,
responsibility, teamwork, and interpersonal skills. Skills I used in
the scenario are, listening, communication, eye contact,
professionalism, consistency, and problem solving.
As we presented our role-plays which covers p9 and m3, we can
evaluate that our skills were excellent, for example
communication skills. I presented excellent customer service by
presenting verbal communication skills and being patient with a
smile on my face and handled the passenger’s problem positively
and calmly in the stressful situation, by being professional I used
good body language, and dialogues were carried out effectively.
Great problem-solving skills were used in the role-play where I
was able to solve in D2, as I presented the role play.
It is important to have customer service skills in the aviation
industry, such as:
The ability to work well with others.
