소장자료검색

책소개

PART 1
Unit 1. Welcome to the service industry
Unit 2. Our Mission and Vision: The Passenger Service Agent
Unit 3. Moment of Truth: Service Which Delights
Unit 4. Communication with Our Passengers
Unit 5. Our Impact on others
Unit 6. Grooming and Deportment

PART 2
Unit 7. Check-in Procedures
Unit 8. Special Situations at Check-in
Unit 9. Seat Availability Issues
Unit 10. Denied Boarding Due to Overbooking
Unit 11. Excess Baggage Handling
Unit 12. Surcharges
Unit 13. Ticket Endorsements
Unit 14. Check-in Procedures for a Delayed Flight
Unit 15. Boarding Gate
Unit 16. Arrival