Präsentation (Fach) / Service Excellence (Lektion)
In dieser Lektion befinden sich 66 Karteikarten
Vorbereitung
Diese Lektion wurde von felicity2001 erstellt.
Diese Lektion ist leider nicht zum lernen freigegeben.
- product expertise I know the current star chefs , local touch durchlesen auf Kurzstrecke, I give wine recommendations
- we respect your status and culture 3 Punkte Etiquette - Crosskulturelle Fähigkeiten - language skills
- etiquette correct approach: using the correct title
- Crosskulturelle Fähigkeiten acknowledging country-specific peculiarities: In many countries it is not common to address the lady first because it is the man who takes care of the ladys wishes. Respect of the elderly.
- language skills Using the language skills of our colleagues: assign flight attendants to a position depending on their language skills. Manuelle Ansage statt Bandansage.
- We show ... professionalism in our personal appearance and performance : attitude - uniform - charisma - conversation
- Professionalität ... 3 Punkte im persönlichen Erscheinungsbild und Auftritt
- Attitude and behaviour: showing passion for our job, get information on cultural differences before the flight, keeping in touch with the area.
- uniform we wear our uniform with pride and disciplin - we abide by the uniform wearing rules, the uniform is cleaned we do not wear our torn uniform but order new parts
- charisma Professional charisma, radiating reliability and seriousness
- conversation Avoiding saloppe conversation in the galleys, in besonderen Situationen der Rolle bewusst sein.
- measures In order to raise our conscience of service excellence expansive measures have been taken.
- Service Excellence Events At the daytime event Service Excellence Forum ground and cabin staff use the opportunity to enter into dialogue with each other. There are also events where cabin crews talk with members of the hon-circle.
- Poster campaigns Nice posters have helped the cabin crews to internalize the service promises The campaigns "A challenge every day" supports the daily importance and the variety of the topic Service Excellence. These poster campaigns give us general guidance.
- Service Excellence weltweit macht nicht an den deutschen Grenzen halt. Auf vielen Stationen weltweit wird Service Excellence täglich gelebt und somit für unsere Kunden zum festen Bestandteil des Lufthansa-Erlebnisses.
- Führungskräfte im Kundendialog Einhundert Führungskräfte haben an der Online-Befragung zum Programm Führungskräfte im Kundendialog teilgenommen.
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