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Delta > Domestic customer service > Flashcards

Domestic customer service Flashcards

1
Q

What are the three sub-sections in the main cabin?

A

comfort plus
main cabin
basic economy

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2
Q

What is the direction of service flow?

A

forward to aft

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3
Q

What is the suite of entertainment options called?

A

delta studio

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4
Q

What is food for purchase called?

A

flight fuel

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5
Q

What are the 4 pillars of customer experience strategy?

A

know me
empower me
delight me
welcome me

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6
Q

When does service start in the main cabin?

A

20 min after takeoff

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7
Q

When do you offer comfort plus a snack basket?

A

900 miles

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8
Q

What is the announcement the flight leader makes at 10,000 ft?

A

about your flight

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9
Q

What is the piggy back method?

A

multiple FAs doing service together

3-5 rows apart

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10
Q

When do you do a coffee blitz?

A

1400 miles

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11
Q

How often do you monitor the main cabin?

A

every 15 minutes

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12
Q

What is a HVC and a EHVC?

A

High valued customer

emerging high valued customer

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13
Q

When do you start the first class service?

A

15 minute after takeoff

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14
Q

Who oversees the first class service?

A

the flight leader

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15
Q

Who helps in the first class service?

A

first class assist

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16
Q

What are the 4 clear liquors?

A

vodka, gin, rum, tequila

17
Q

How often do you check on first class?

A

every 10 minutes

18
Q

What does FPOC stand for?

A

first point of contact

19
Q

What are the 2 components of the EFX system?

A

PES- passenger entertainment system
PSS- passenger service system

** SHOULD ALWAYS STAY ON **

20
Q

When do you do a reset system for the IFE?

A

20 or more seats

21
Q

How long does it take to reset the IFE?

A

20-25 minutes

22
Q

What is the panasonic reference guide?

A

details on how to reset the IFE system

23
Q

Where is the panasonic reference guide located?

A

with the EFM

24
Q

When would you turn off the satellite TV?

A

crossing the ocean

25
Q

What is the LEAP strategy?

A

Listen
Empathetic
Apologize
Problem Solve

26
Q

When doo you start the IFE entertainment?

A

five minutes prior to door closing

Delta (18 decks)

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