CUSTOMER SERVICE DELTA AIRLINES Day 2 Training. WELCOME.
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Transcript of CUSTOMER SERVICE DELTA AIRLINES Day 2 Training. WELCOME.
![Page 1: CUSTOMER SERVICE DELTA AIRLINES Day 2 Training. WELCOME.](https://reader036.fdocuments.net/reader036/viewer/2022062321/56649f355503460f94c52f87/html5/thumbnails/1.jpg)
CUSTOMER SERVICEDELTA AIRLINES
Day 2 Training
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WELCOME
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THIS SECTION COVERS:
Definitions
appropriate language
Communicating with people with disabilities
Communication about people with disabilities
Positive language
Disability etiquette
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APPROPRIATE LANGUAGE:
Language reflects and shapes the way we view the world.
‘Putting People First’ – acknowledges the person before their disability.
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TEAM ACTIVITY
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COMMUNICATING WITH PEOPLE WITH DISABILITIES:
Treat people respectfully and with patience
Never make assumptions about what a person can or can not do
Speak directly to the individual
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LISTEN TO CUSTOMER NEEDS
We must Actively listen to what our customers want and needs especially for the customers that have disability issues.
Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions
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COMMUNICATING WITH PEOPLE WITH DISABILITIES:
Don’t attempt to speak for an individual or finish their sentences
Never ask ‘what happened to you?’
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15 MINUTES BREAK , PLEASE COME BACK ON TIME .
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COMMUNICATION ABOUT PEOPLE WITH DISABILITIES:
Do not define a person by their disability
Avoid stereotypes, labels, generalisations and assumptions
Avoid words and phrases with a negative
connotation
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COMMUNICATION ABOUT PEOPLE WITH DISABILITIES :
Avoid focusing unnecessarily on a person’s disability
Portray people positively - recognise what they can do
Recognise many barriers faced are created by community attitudes and the physical environment
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ICEBREAKER ACTIVITY (2 truths
1 lie)
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POSITIVE LANGUAGE :
Examples: Person with a disability A wheelchair user Person with paraplegia Deaf / hearing impaired Person with an acquired brain injury Accessible toilet Accessible parking
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DISABILITY ETIQUETTE:
Ask if, and what, assistance may be required
Respect a person’s dignity,
individuality and independence
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15 MINUTES BREAK , PLEASE COME BACK ON TIME .
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DISABILITY ETIQUETE :
Treat everyone with respect and courtesy
Speak directly to the individual - never speak about the person as if they are not there
Don’t be patronising – as if performing everyday tasks is exceptional
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THE COURSE ASSESSMENT
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CONGRATULATIONS !
You have completed the Customer Service Training! A Certificate of completion will be presented t every employee!
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THANK YOU .