FSO210 - Creating the Customer Experience

Outline information
Semester
Schools offering this subject
Last revision date Jun 3, 2019 12:44:07 AM
Last review date Aug 2, 2019 12:15:17 AM

Subject Title
Creating the Customer Experience

Subject Description
This course introduces the student to the expectations of air operators and passengers regarding Cabin Crew professionalism. Flight Attendants must present themselves professionally and confidently, through the airport, onboard the aircraft, and whenever in the public eye. This presentation of oneself as a capable leader reflects positively upon the airline and lends itself to what passengers perceive as one of the more important elements of exceptional customer service. As such, this course will discuss the art of presentation whether working in Economy or Business Class; in the cabin or in the galley; while speaking on the Public Address system or one-on-one with customers. Skills training on leadership and followership roles will be discussed, as will the handling of customer expectations and complaints in an appropriate manner. Finally, this course will highlight once again, the impact a Flight Attendant has on building and maintaining an airline?s culture and branding through management of their own expectations, and the interactions and reactions they have with others.

Credit Status
Credit Status will be provided in the class by the professor's.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

The Learning Outcomes will be posted on Blackboard by the Professor's.

Essential Employability Skills
Communicate clearly, concisely and correctly in the written, spoken and visual form that fulfils the purpose and meets the needs of the audience.

Locate, select, organize, and document information using appropriate technology and information systems.

Analyze, evaluate, and apply relevant information from a variety of sources.

Show respect for diverse opinions, values, belief systems, and contributions of others.

Interact with others in groups or teams in ways that contribute to effective working relationships and the achievement of goals.

Manage the use of time and other resources to complete projects.

Take responsibility for one's own actions, decisions, and consequences.

Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: http://www.senecacollege.ca/about/policies/academic-integrity-policy.html Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website http://open2.senecac.on.ca/sites/academic-integrity/for-students to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

Discrimination/Harassment
All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.