How to become a qualified agent?

1. How to become a qualified agent?

2. Communication(Made by Gucci,No.9) • Comprehension(Made by Gucci,No.9) • Warm Concerned (Made by Joye,No.22) • Language Skills (Made by Joye,No.22) • Credit(Made by Sherry ,No.17) • Efficiency(Made by Sherry,No.17) • Psychological quality(Made by Becky,No.1) • Etiquette(Made by Becky,No.1) • Enterprising(Made by Becky,No.1) • Creativity(Made by Rainbow,No.6) • Cooperation(Made by Rainbow,No.6) • Enterprising(Made by Rainbow,No.6) • Teacher’s words

3. To be a qualified agent, One should also have the ability to communicate. The interpersonal communication can be done through language, pianting, also by body language. Whatever the way is, it shows that communication is very important. Air service is a windows service, and it need to be faced with the public .A qualified agent is always tying to communicate with customers at any circumstances so as to raise the quality of service. COMMUNICATION

4. I don't think it is enough to own only the ability of communication. Being able to communicate but happened to misunderstand the thoughts of the customers will lead to an opposite outcome. So to be a qualified agent, good comprehension is also important. Know what is cancel behind each word, know what the customers really want, and think as more for the customers as possible. COMPREHENSION

5. Warm Concerned • Be that everything becomes a qualified agent‘s basis warm heartedly. Because of we need to have the fervent heart to do any thing not only on the business handling civil aviation, to the anybody, we all need the heart being filled with a zeal . when asking about your information as if it be a passenger if using indifferent attitude to answer passenger image that can think that being respected and being paid attention to being in the cards affecting airways because of personal behavior very much. Therefore treating every place passenger only when the enthusiasm is sincere ,ability strides out the first steps becoming a qualified agent.

6. Language Skills • Need to have stronger linguistic competence besides the enthusiasm. Because of passenger may possibly meet coming from world everywhere in airport, person for instance Japanese having some of countries, that they do not speak English French if being able to speak Japanese or French during the period of this is able to have very big help to business. Also can be that airways drums more world everywhere passengers up for airways gains bigger benefit.

7. credit Ground services is the front-line unit which airlines contact with passengers face-to-face, and it is also a important unit which provide help and service to every passenger. Because of the trust, so they are assured of themselves to us. Each link, every procedure are all important. “Credit” is to give visitors the largest “disburden”. Pass the message through to visitors accurately, and must to do it if you said. It is the first step to make passengers trust us, also it is a important point. If you promised someone to do something, you should do you best to finish it. For them, also for our own.

8. Offer services to the passengers timely, speedy and efficient are ground service personnel should be provided with. It’s important to told passengers the information they want to know Exactly and timely. Answer questions, the provision of flights and package tours, calculate ticket price, etc. All of them are ground service need to deal with. So more quick and more efficiency is more important than everything. If efficiency is too low , not only tourists will feel more irritable, we will make mistakes and even tension . Increase in the number of unnecessary work has significantly affected the efficiency . efficiency

9. Psychological quality The individual psychological diathesis of ground service personnel is very important. When the passenger worries or annoy, We need patience, positively help to solve the problem. For instance, At the ticket office, if the passenger asks foe air ticket to be cherished; or the psychological activity changes quickly, in view of passenger's this psychology, the service personnel should carry on service with a clear goal, must pay attention specially, to cannot buy the airplane ticket passenger's service, must pay attention to own every word and deeds. For the passenger explained patiently the non-ticket reason, obtains passenger's forgiveness.

10. Etiquette As an air services, most importantly, their dress, language and attitude. At airport, the uniform of ground service personnel must maintain neat, meanwhile, we must achieve the smiling service facing the passenger.

11. Enterprising In my opinion, takes aviation service personnel to probably have a positive upward heart. After working ,we could go to shanghai vocational school of CAAC to learn more specialized knowledge. It is helpful in sharpening your working ability.

12. Basic qualifications——creativity To a ground service person, creativity is one of the most basic skills. There’re an example that prove the truth of the words. Southwest Airlines Executive：Colleen Barrett who attend a meeting in Auckland. During a meeting, two ground crews broke into and said that some urgent business to reflect. She saw the painting of the new aircraft is not often used by Southwest Airline color it become a dark color, with a sign, like the Oakland rugby team .To see such a beautiful picture, Colleen was very pleased. And she is more impressed by this show's staff out creativity.

13. Basic qualifications——cooperation Cooperation is teamwork. It is working together peacefully. The more cooperative the group, the greater is the fitness for survival which extends to all of its members. Ground service person not only work with any other stuffs ,which is stewardesses, aircraft maintenance person and so on, but also deal with relations that between he and passengers. it should be a harmonious atmosphere .we also call this relation is cooperation.

14. Basic qualifications——enterprising No matter where we were employed,enterprise is very important point in working, As Napoleon said: “Every French soldier carries a marshal's baton in his knapsack” I think that we have to put pressure on ourselves ,so we can meet the variety of challenges which from business knowledge、Hands-on aspect. • It include

15. Teacher's words

16. Thank you for watching!

17. Presented by 0753A 包萌娜/褚林/钱梦洁/顾琪/陶静怡