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SZX Ambassador English Training
- 1. S H E N G L I U D A I LY E N G L I S H A T A I R P O R T
- 2. Y O U W I L L L E A R N … • Customer services in english. • Most common vocabularies at airport. • Daily conversations with passengers. • How to handle special situations.
- 3. S E L F I N T R O . . . . . . . • My name is ______. • I am an ambassador of Shenzhen International Airport. • I love this job because ___. • My most favorite part of the aviation industry is ___.
- 4. O V E R V I E W • Customer services • Aviation english • Pax common questions • Special situations
- 5. C U S T O M E R S E R V I C E I N E N G L I S H
- 6. C U S T O M E R S E R V I C E S • Smile when PAX come to you. • Listen, communicate and understand. • Find out problems to be solved. • Be responsible and helpful. • “Any other questions? “ “ ”
- 7. D O ’ S & D O N ’ T S N E V E R S AY… “I don’t know.” “No.” “That’s not my job.” “You’ re right - this is bad.” “That’s not my fault.” “Talk to my supervisor.” “Calm down.” “I’m busy right now.” “Wait.” B E T T E R T O S AY… • “I will find out.” • “What I can do is…” • “Let me find the right person who can help you with…” • “I understand your feeling.” • “Let’s see what we can do about this.” • “Let me figure that out for you.” • “I am sorry.” • “I will be back with you in a moment.” • “Give me one minute.”
- 8. S O LV I N G P R O B L E M S W H E N Y O U L I S T E N , Y O U TA K E T H E R E S P O N S I B I L I T Y ! • Listen without interruption and with full attention. • • Behave without aggression and arguing. • • Do not extend excuses, thank PAX for paying attention and helping solve it. • • Express sympathy and full understanding. •
- 9. S T E P S … • Ask necessary questions to get better understanding. • • Find out what PAXs want you to do exactly. • • Explain what you can do and cannot do. • • Discuss and decide what needs to be done. • • Under take immediately. • • Check satisfaction. •
- 10. AV I AT I O N E N G L I S H
- 11. A L P H A B E T • A - alpha • B - bravo • C - charlie • D - delta • E - echo • F - foxtrot • G - golf • H - hotel • I - india • J - juliett • K - kilo • L - lima • M - mike • N - november • O - oscar • P - papa • Q - quebec • R - romeo • S - sierra • T - tango • 3 - tree (three) • U - uniform • V - victor • W - whisky • X - x-ray • Y - yankee • Z - zulu • 9 - niner (nine)
- 12. A I R L I N E S / C A R R I E R S • CA - Air China • CZ - China Southern • HU - Hainan Airlines • H0 - Juneyao Airlines • MU - China Estern • ZH - Shenzhen Airlines • 3E - Heli Express • AK - Air Asia • BR - EVA Air • B7 - UNI Air • CI - China Airlines • CX - Cathay Pacific • KE - Korean Air • SQ - Singapore Airlines • TR - Tiger Airways • MI - Silk Air • NH - All Nippon Airways • OZ - Asiana Airlines • BA - British Airways • UA - United Airlines • AA - American Airlines • STAR ALLIANCE • SKY TEAM • ONE WORLD
- 13. C O M M O N V O C A B U L A R I E S • — terminal • — airlines • — carrier • — flight number • — counter • — check-in • — check • — over-size • — cart/trolly • — boarding pass • — security check • — custom • — carry-on • — bags/cases • — allowance • — declare • — passport • — I.D. • — officer • — queue up • — lounge • — boarding gate • — boarding time • — jetway • — departure time • — duty free shop • — representative • — PA/broadcast • — escalator • — elevator
- 14. C O M M O N V O C A B U L A R I E S • — land • — estimate • — arrival • — bag claim • — claim tag • — exit • — GTC • — transfer/transit • — leg • — connecting flight • — enroute weather • — mechanical issue • — flow control • — air traffic control • — schedule • — delay • — cancel • — reschedule • — endorse • — refund • — runway • — taxiway • — ramp • — dispatch • — ground crew • — cabin crew • — captain • — first officer • — cockpit/flight deck • — cabin
- 15. C O M M O N V O C A B U L A R I E S • — credit dard • — debit card • - cash advance • - ATM • MasterCard • Visa • American Express • JCB • West Union • Union Pay • — exchange • — business center • — lost & found • — packing • — package service • — pharmacy • — first-aid • — insurance • — operation center • — evacuate • — Burger King • — McDonald’s • — KFC • 7-11 — Seven Eleven • — Starbucks • — COSTA • — ramen • — Pasta Wang • — sushi • — Subway
- 16. H O W T O U N D E R S TA N D ? 1. 2. 3. — A. B. C. • “Sorry ” • “Say again please?” D.
- 17. PA S S E N G E R C O M M O N Q U E S T I O N S
- 18. D E PA R T U R E • Terminal 3 • Check-in • Nobody available • Restroom • Packing • Check bags • Arrival pick-up • Flight info. update •
- 19. I N T E R N AT I O N A L & R E G I O N A L • Security check • Bank & Money exchange • Carry-on bags • Restaurants • Helicopter • Oversize luggage • Shipping package • Litchi •
- 20. C O N T R O L L E D A R E A • Boarding gate • Smoking rooms • Miss flight • Lose boarding pass •
- 21. A R R I VA L • Baggage claim • Ground Transportation Center (GTC) • Exit • Hotel • Metro/subway • Transfer/Transit •
- 22. S P E C I A L S I T U AT I O N S
- 23. D E A L I N G W I T H A N G RY PA X … . . . • Smile & listen. • Express you are sorry. • “We are so sorry for this inconvenience.” • “I can imagine how frustrated you are.” • Do not argue and interrupt. • Do not lose self-control.
- 24. D E A L I N G W I T H A N G RY PA X … . . . • Point out facts and admit. • suggest solutions • never promise what you are not able to do. • Do not make PAX feel embraced. • Do not question PAX’s correctness.
- 25. S U M M A RY • Be familiar with vocabularies and daily conversations. • • Be confident when handling foreign passengers. • • Do not lose your temper in tough situations. •
- 26. Q & A &
- 27. T H A N K Y O U !