0 1. What should passengers do if they insist on not turning on the flight mode?
Madam/sir, our plane will take off soon. For the safety of you and others, please turn the airplane mode on or off. Thank you!
(Hint: Remind repeatedly around safety issues so that passengers around can hear it).
02. What should I do if two passengers I know are separated by other passengers and the chat is too loud?
I'm sorry to interrupt your conversation, sir. As most passengers are resting, please keep your voice down. At the same time, I will also check whether there is a transfer seat for you to change, please understand.
(Hint: apologize to the two talking passengers first, and then coordinate their seats. )
03. What if there is only one meal left?
I'm sorry, sir/madam, because the meals on the plane are limited, the noodles on our plane have been distributed at present. You can try our meal. Our meal is delicious. You can try it!
(Tip: Apologize with a good attitude, recommend the second option, and hope to get the understanding of passengers. )
04. What if a passenger buys economy class but insists on flying first class?
Sir/madam, may I see your boarding pass (remember not to say directly, what will happen if you don't sit here)? After reading the boarding pass, you can say, sir, your seat is here, and then take him there, mainly to save face. You can also ask why you are sitting here, are you unwell, or that you are an economy class, and it is ok to upgrade to enjoy the first class!
Tip: euphemistically point out where his seat is, and you can sell first-class seats. If there are seats available. )
05. In summer, the air conditioning temperature in the cabin is very low, and passengers feel particularly cold. However, the number of blankets on the plane is limited and all of them have been distributed, which still needs passengers. What would you do?
I'm very sorry, madam, because of the limited quantity, we only have 30 blankets, and we have already distributed them. If you feel cold, I will pour you a cup of warm water and then help you adjust the temperature. Are you all right?
(Hint: Apologize at the first time and give a follow-up solution. Handle the problem from the passenger's point of view. )
06. The passenger's mink coat was put on the luggage rack. Due to the flight attendant's mistake, one coat was scraped off when moving other guests' suitcases. Suppose you were a stewardess, what would you do?
I'm very sorry, because there is a lot of luggage on this flight, so I'll take off your clothes first, and then put it on the outermost side of the luggage rack for you after all the luggage is put away. So it's not easy to get scratched. If you think it's impossible, we'll leave you a contact information of the company. You can contact our staff to help you solve the follow-up problems. We will also report back to the company. Are you all right?
(Tip: Apologize at the first time and propose a follow-up solution. Report to the flight attendants and other team members. )
07. Suppose you are a stewardess. What do you do when you spill coffee on passengers?
I'm terribly sorry, sir. Did I burn you? Let me wipe it for you with a wet tissue. Do you think you have any other coats? I will take care of them for you. I'm really sorry.
(hint: apologize and make up for the mistake. If the coat can dry, that's best. If it's a shirt, it's just making money for yourself. If the passenger is angry, the follow-up solution can be the same as above. )
08. When the plane was flying flat, a passenger was found to have a heart attack in the cabin. What should you do?
Ask if the person next to you is a colleague. Do you know if you have a medical history? Check whether you have any medicine. Call other team members and report to the flight attendants and the captain. If you have your own medicine, take it yourself, unbutton your clothes and keep breathing smoothly. You can call a doctor by radio.
09. What if there is not enough food when serving?
Ask the senior flight attendant to see if there are any extra meals in the kitchen oven. If it is because there is little food on the ground, the flight attendant should make a record and report it to the company after landing. At the same time, give other snack boxes to passengers and explain the reasons. Finally, you can make up a few meals for passengers with the plane meals you haven't used up.
(Skill: Be sure to have a good attitude. First, you have to explain the situation to the flight attendant, and then the flight attendant will decide whether to supplement the passengers' meals or distribute more lunches and snacks on board. )
10. A passenger complained to you that the passenger behind him took off his shoes, which was very smelly. You need to solve it. What should you do?
First of all, appease the complaining passenger and tell him to solve it immediately. Secondly, you can take a glass of water to explain to the passengers who take off their shoes. Because the cabin environment is closed and the air circulation is not very good, gently signal him to put on his shoes. Ask again if you are tired from the trip. You can drink some water first and have a rest.
(Skill: Be tactful and keep your voice down. Be concerned about the passengers' face. Attitude is very important. )
1 1. You sent the lunch box left by your colleagues to the passengers, and the passengers were very angry. What would you do?
First of all, this is a mistake that must not be made. Apologize at the first time and change the lunch box at the first time. When changing lunch boxes, you can show them to passengers in your hand. This is a new unopened lunch box. Then you can pour him a glass of wine and do some remedial services.
(Hint: Apologize as soon as possible after discovery and replace the lunch box. Do a good job in follow-up compensation. )
12. If the plane is ready to take off and a passenger is not wearing a seat belt, you find it and report it to the flight attendant, who is too busy to remember. What should you do?
First of all, you need to remind passengers many times when you pass the security check, at least three times. No more than three times. The first security check can remind him to go back after about three rows of security checks. If you still don't wear your seat belt, you can remind him again. When listening for the second time, you can make it louder for the passengers around you to hear. The third reminder can be the last reminder after you complete the security check. At the same time, tell other team members and report to the flight attendant when returning to the service room. If the flight attendant doesn't say anything after the security check, you can ask another question: How many times have I reminded the passengers that they didn't wear their seat belts? What row and seat are they in? You can complain a little.
(Hint: Communicate with flight attendants in a flexible way)
13. You are a stewardess. What should you do if the plane is ready to take off and you see a passenger on the phone?
Still in the process of security check. If the passenger is really busy, don't stand still and wait for him to hang up. You can go back and remind him when you check the third or fourth row. Let other passengers see it. You reminded him that he didn't do it. Then, when you have finished all the security checks, you can go to the security check alone. If the passengers are still busy, you can also give a verbal prompt: Sorry, sir, our plane is about to take off, and it is almost the runway. For the safety of you and other passengers, please do so first. Thank you for your cooperation!
Then inform the flight attendants and other team members ~ after you remind them several times, your duties can be clearly done.
(Tip: Remind the surrounding passengers many times to see the security duties as flight attendants. Report to the flight attendants and other team members. )
14. What should passengers do if they report hair in their meals?
Apologize at the first time and give him a new meal. I'm sorry, sir, for giving you a bad experience. We'll change a new meal for you right away. At the same time, in order to express my apologies, I provided you with other snacks and snacks.
If passengers are emotional, seek follow-up solutions. It can be said that we will take photos of this meal after landing and report it to the relevant departments of the company. If you need a reply from the company, you need to leave your contact information, and we will inform you of the result as soon as possible. Do you think this is ok?
(Tip: Apologize for the first time and change meals, and make up later. Report to the flight attendants and other team members to make them pay more attention to this passenger. )
Scenario simulation is usually in the second interview or final review, which determines whether you can finally get the offer successfully. Therefore, I suggest that you can do more exercises like this at ordinary times.
Answer questions with a smile, use clear and logical words, be sincere and correct, and know how to improvise.