| 1.
|
Relate the history of the airline industry from 1983 to present. (I)
|
| 2.
|
Describe corporate history, culture, and operational philosophy, and
how it applies to the cross-utilized Customer Service Representative
position. (I, III)
|
| 3.
|
List the dangers of drugs and explain the federal government drug
testing law for those individuals holding safety or security related
positions. (II)
|
| 4.
|
Describe the professional appearance and uniform guidelines of the
airline industry. (II)
|
| 5.
|
Identify the elements of good nutrition and how they relate to weight
control. (II)
|
| 6.
|
Describe the values of airline corporate culture and explain the role
each Customer Service Representative has in achieving the goal of
service beyond recognition. (III)
|
| 7.
|
Explain the operational philosophy of the airline industry as it
relates to customer service. (III)
|
| 8.
|
Explain the importance of safety and security of the aircraft and
describe procedures to insure aircraft safety and security. (IV)
|
| 9.
|
Identify methods and procedures for the maintenance of aircraft fleet.
(IV)
|
| 10.
|
Give a brief description of the airport facility. (IV)
|
| 11.
|
Describe future trends in the airline industry. (IV)
|
| 12.
|
Describe airline operations relating to the job responsibilities of
the Customer Service Representative. (IV)
|
| 13.
|
Describe the marketing strategy of airline advertising and its impact
to the airline corporation. (V)
|
| 14.
|
Explain how airline advertising impacts on the Customer Service
Representative Position. (V)
|
| 15.
|
Identify how airline advertising dollars are spent. (V)
|
|