KLM FA 1

When providing tips and activities I should give at least ____ items

• 1

• 2

• 3

• 4

In my answers, I should always provide...

• a link for more information

• a payment link

• an emoji

• a greeting

At the beginning of all my answers I should have...

• a greeting

• a name

• an explanation why I am late

• an engagement

DG Prompts are a great way to...

• find out the right answer to a case

• show my passenger I am a human being with feelings

• ask additional details needed to take action

• make lots of answers per hour

Draw a leaf

When a passenger complains about something that happened to them the best thing you can offer is...

• the website to create a Customer Care file

• the perfect DG Prompt that will be make them feel valued

• an apology for being late in your reply

• to create a Customer Care file for them

KLM Staff (airport) and KLM Crew (plane) feedbacks should be directed to...

• Solutions Team

• SMH Group

• Social Media Hub HQ Amstelveen

• Flying Blue

Before you send a chatter to Social Media Hub HQ Amstelveen you should...

• gather all information needed from the passenger

• advise the passenger you are not getting paid enough for this

• try to convince the passenger their situation is not so bad

• send a chatter to the Solutions Team for advice

You may use up to ___ sentences of engagement if your passenger is really angry/sad

• 1

• 2

• 3

• 4

Ipad on Board is utilized if your passenger...

• is very angry

• is a Flying Blue member

• has an ongoing Customer Care complaint

• is asking for compensation