목차 일부
Part Ⅰ Flight Attendant Competency
Unit 1. To become a flight attendant 10 Customer Service Competencies ... 7
Unit 2. SPEAKING ENGLISH ON BOARD ... 12
Part Ⅱ Conversation on Board
Unit 1. Re...
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목차 전체
Part Ⅰ Flight Attendant Competency
Unit 1. To become a flight attendant 10 Customer Service Competencies ... 7
Unit 2. SPEAKING ENGLISH ON BOARD ... 12
Part Ⅱ Conversation on Board
Unit 1. Reservation ticket ... 23
Unit 2. Ticketing ... 26
Unit 3. Airline Checking-in ... 28
Unit 4. Passenger Boarding ... 30
Unit 5. Carry-on baggage ... 36
Unit 6. Passenger Seating arrangements ... 38
Unit 7. Preparation for Take-off ... 42
Unit 8. Headset & Movie Service ... 45
Unit 9. Beverage & Towel Service ... 48
Unit 10. Meal Service ... 53
Unit 11. In-flight Sales ... 61
Unit 12. Document Service ... 66
Unit 13. Landing & Arrival ... 69
Unit 14. Problems with Passengers ... 73
Part Ⅲ Service Module
Unit 1. Duties after Check-In ... 79
Unit 2. Explaining how things work ... 86
Unit 3. Standard Phrases for Common Situations ... 88
Unit 4. Service Procedure Module ... 94
Unit 5. Internal Customer Relation ... 107
Unit 6. Question Techniques ... 110
Unit 7. Guiding Techniques ... 114
Unit 8. Active Listening / Paraphrasing ... 117
Unit 9. Meeting Objections-Techniques ... 118
Part Ⅳ Appendix
Glossary ... 125
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