AC-EXS Catalogue

Low-Fare Air

Type: In-Basket Exercises

The Participant assumes the role of a Customer Service Agent working for a small low cost airline, Low-Fare Air. It is the Participant’’s first day, having taken over from their predecessor who has transferred to another department within the airline. Due to an urgent offsite meeting, no other members of the Organisation are available. The Participant is required to deal with internal and external customer issues and complaints such as damaged baggage, complaints against staff, reservation errors, rota checking, and policy document checking.

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Competencies

Attention to Detail, Customer Service, Initiative, Interpersonal Sensitivity, Judgement, Planning & Organising, Problem Analysis, Written Communication,