항공사 롤플레이 123문제 (미소짓는 승무원)

고민환

저자고민환

-경희대학교관광학박사
-현)대경대학교항공과조교수
한국관광연구학회이사

-전)카타르항공부사무장
중부대학교항공승무원조교수

수상내역
-2020서울연구논문공모전장려상수상
-2019한국공항공사우수논문상수상

Part01승무원취업준비생과항공과입시준비생을위한항공사기내롤플레이기출123문제

Chapter1면접장에서다른지원자와차별화가가능한ABC전략알아보기

01롤플레이답변은정답이정해져있다고하던데?·········13
02롤플레이정답의차별화가가능한Answer,Behavior,Conclusion전략·················17
03면접관이당신에게서듣고싶은것은당신의스토리······20

Chapter2항공과(항공사)롤플레이,123문제만알면무조건합격한다

01승무원에겐가장바쁜탑승전준비/승객탑승중/이륙전서비스·············23
02고도35,000ft에서제공되는비행중서비스············60
03기내식음료서비스/자주발생하는기내상황···········66
04항공사매출에도움을주는기내면세품판매············87
05매비행마다발생하는승객불평상황···················90
06기내안전관리/응급환자대처························108

Part02비전공자를위한서비스자격증공부CSLEADERS/SMAT자격증대비

Chapter3우리는왜고객을공부해야하는가?

01고객도다같은고객이아니다(고객의정의)·············129
02고객은어린이와다를바없다(고객의특징)·············136
03고객이갖고있는가치는무엇일까?····················141

Chapter4서비스없는일상을생각해본적이있는가?

01서비스란무엇인가?·································147
02항공서비스만의6가지특징?·························150
03항공서비스에대해알아보자··························161
04서비스를측정할수있을까?··························166

Chapter5서비스직에근무하게될당신은어떤사람인가?

01객실승무원,너는누구냐?····························175
02서비스종사자가업무를대하는태도···················179

Chapter6항공사에대한기대가높다면,고객만족은커질까?작아질까?

01사전기대심리-지각된성과=고객만족···············187
02계속해서변하는기업의경영환경·····················195

Chapter7고객과만나는순간,고객은이미결정내린다

01기업의흥망성쇠를결정하는MOT관리···············201
025천만번이나고객의마음을사로잡은스칸디나비아항공···203
03곱셈의법칙이작용하는만족의법칙··················206
04MOT를결정짓는3대요인···························213

Chapter8커뮤니케이션없는서비스는망하는기업의첫번째조건이다.

01단순한의사소통그이상인서비스커뮤니케이션·······217
02첫인상으로제압하는서비스커뮤니케이션·············220
03고객의마음을풀어주는서비스커뮤니케이션·········223

Chapter9불평만하는고객을당신편으로만드는기술이있다면?

01불만이란무엇일까?·································233
02불만고객의불만발생원인찾기······················235
03왜불만고객은기업에소중할까?······················239
04불만고객의감정변화4단계·························252
05불만고객을응대하는원칙.···························257

참고문헌········································278