WELCOME ABOARD! DEALING WITH FERRY PASSENGERS

Code No: 983

Video Running Time: 42 minutes

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This programme gives guidance on establishing a good level of customer service. It provides advice on how to deal with passengers effectively, including those who are disruptive. It covers many aspects of service including why customer satisfaction matters, effective communications, understanding passenger behaviour, and handling aggressive passengers and difficult situations.

The programme gives crew members a 'tool kit' of techniques to assist passengers in a professional manner, with the ultimate aim being customer satisfaction.

Main Topics

• Key Skills in Passenger Care
• Terminal Pre-boarding
• Vehicle Decks
• Reception, Leisure and Accommodation Areas
• Security in Passenger Areas
• Disruptive, Angry or Violent Passengers
• Importance of Attitude