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Speaking skill:

The cabin crew uses clear and concise language to explain procedures, interpret results, and reassure passenger.

Listening skill:

The cabin crew demonstrates active listening by responding appropriately to the passenger's comments and questions.

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Angela Melisa Romalia Silalahi / 202303510008

Emmanuella Desire Tohputri / 202303510006

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SOURCE 1: Dealing with Customer Complaints

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SOURCE 1: Dealing with Customer Complaints

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Unit 8 : Dealing with customer complaints [Role playing of Flight attendants & Passengers] - CADT

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Cabin crew role play : english for service

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Speaking skill:

The cabin crew uses clear and concise language to explain procedures, interpret results, and reassure passenger.

Listening skill:

The cabin crew demonstrates active listening by responding appropriately to the passenger's comments and questions.

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Speaking skill:

The cabin crew uses clear and concise language to explain procedures, interpret results, and reassure passenger.

Listening skill:

The cabin crew demonstrates active listening by responding appropriately to the passenger's comments and questions.

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SOURCE 1: Dealing with Customer Complaints

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SOURCE 1: Dealing with Customer Complaints

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Cabin: Kabin

Blanket: Selimut

Seats: Kursi

Cabin temperature: Suhu Kabin

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Aviation Terms

Mean Sea Level (MSL): A standard reference level for measuring altitude.

Cabin Crew: Flight attendants responsible for passenger safety and comfort.

Landing: The process of bringing an aircraft to the ground.

Take-off: The process of an aircraft leaving the ground.

Turbulence: Irregular motion of the air, often causing discomfort for passengers.

Fasten Seatbelt Sign: A sign indicating that passengers should fasten their seatbelts.

Emergency Exit: An exit used in case of an emergency.

Evacuation Slide: A slide used to evacuate passengers from an aircraft in an emergency.

Customer Service Terms

Passenger: A person traveling on an aircraft.

Request: A polite demand or question.

Complaint: A formal expression of dissatisfaction.

Assistance: Help or support provided to someone.

Courtesy: Polite behavior or consideration.

Professionalism: The quality of performing a job skillfully and efficiently.

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Window shades: Tirai jendela

Seatbelts: sabuk pengaman

Souvenir: suvenir

Crew: awak kabin

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1. Offering help

2. Giving suggestions

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1. Greeting & welcoming

2. Informing & explaining

3. Requesting & instructing

4. Apologizing & offering assistance

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1. Greeting & welcoming

2. Asking & Answer

3. Informing & explaining

4. Requesting & instructing

5. Offering assistance

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1. Offering help

What can I get you?

2. Giving suggestions

I have a couple of empty seats in a quieter part of the cabin. You'd be welcome to move to those.

Let me get you a blanket in the meantime if you'd like.

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1. Greeting & welcoming:

-Good morning, gentlemen. 33,000 feet above mean sea level.

-Thank you for flying LA Airlines.

2. Informing & explaining

-We have landed at the wonderful condition of our airport.

-Please remember to take your personal belongings before leaving the aircraft.

3. Requesting & instructing

-Please fasten your seatbelt.

-Please take care of your children.

4. Apologizing & offering assistance

-Oh, sorry, I'm..."

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1. Greeting & welcoming

Hello

Ladies and Gentlemen, on behalf of Thai Arirways International and Star Alliance. Captain Jordy and his crew would like to welcome you to on board TG791

2. Asking & Answer

Ask: Where can I keep my luggage?

Ans: You can put your luggage under the seat

Ask: ..., would you like tea of coffee?

Ans: No, thank you

3. Informing & explaining

The flying time 4 hours and 3 minutes

4. Requesting & instructing

Please fasten your seatbelt and open window shades, please

5. Offering assistance

How may I help you ma'am?

Yes, I will take care of this

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1. Modal verbs

This video used modal verbs to express the offering of help from the cabin crew to the passengers.

Example: "What can I get you?"

This video also wants to express giving suggestions to the passengers.

Example: "You would be welcome to move to those."

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1. Present Simple Tense

-The video, is used to express the cabin crew's routine duties, such as welcoming passengers and providing instructions.

Example: "We have landed at the wonderful condition of our airport."

2. Present Continous Tense

-In the video, it is used to express actions that are happening at the moment of the role-play, such as the cabin crew's interaction with the passengers.

-Example: "I'm so excited."

3. Past Simple Tense

-The video, is used to express actions that have already happened, such as the cabin crew's previous interactions with the passengers.

-Example: "I already told her."

4. Future Simple Tense

In the video, it is used to express the cabin crew's plans for the future, such as the upcoming dance performance.

Example: "You will get dance."

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1. Future Simple Tense

Yes, I will take care of this

2. Modal Verbs

..., would you like tea of coffee?

3. Present Tense Verbs

The flying time is 4 hours and 3 minutes" is a simple present tense sentence stating a fact.

4. Simple Future Tense

Yes, I will take care of this

5. Wh- Questions

Where can I keep my luggage?

How may I help you, ma'am?

6. Yes No Question

..., would you like tea or coffee?