Official Course Description: MCCCD Approval: 07/22/08
AIR111 19916-20086	LEC	3 Credit(s)	3 Period(s)
CSR/Ground Operations
Basic orientation to customer service representative (CSR) duties and responsibilities as well as ground operations. Irregular operations, denied boardings, customer service awareness, ground security, aircraft operations, ground operations, and how an airline functions at the airport. Prerequisites: AIR108.

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MCCCD Official Course Competencies:
AIR111   19916-20086	CSR/Ground Operations

1.	Describe all related duties of a Customer Service Representative working at the airport. (I)
2.	Demonstrate appropriate responses to accommodate passengers during irregular operations. (II)
3.	Explain how to control a denied boarding situation and accommodate passengers in a positive way. (III)
4.	Identify the perceptions projected or the expectations of service that customers develop by watching airline commercials. (IV)
5.	Explain the importance to the customer of having more knowledgeable cross-utilized employees. (IV)
6.	Define active listening, empathy, and self-esteem. (IV)
7.	Explain the concept/philosophy of "On Stage/Off Stage" and the on stage and off stage locations. (IV)
8.	Give five examples of preferred body language for a Customer Service Representative. (IV)
9.	Explain the importance of vocal tone, inflection, and the use of specific verbiage and how it affects interaction with every customer. (IV)
10.	Define the four personality types and the difference between each personality as it relates to job function. (IV)
11.	Describe approved ground security procedures including preventative and reactive measures. (V)
12.	Explain why aircraft have weight and balance limitations. (VI)
13.	List major airline service departments at the airport and explain how different departments communicate with each other. (VII)
14.	Describe the duties and responsibilities of the ground operations crew. (VIII)
15.	Perform appropriate arrival procedures for the various types of aircraft. (VIII)
16.	Describe ramp functions. (VIII)
17.	Describe turn-around servicing. (VIII)
18.	Perform aircraft procedures such as loading and unloading baggage, making pre-departure checks and performing actual departure services. (VIII)
19.	Perform associated aircraft ground functions such as provisioning and providing cargo services. (VIII)

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MCCCD Official Course Outline:
AIR111   19916-20086	CSR/Ground Operations

I. Customer Service Representative Duties and Responsibilities A. Ticket Counter B. Gate/Ticket Agent C. Gate Communications Coordinator D. Passenger Assistance Center II. Irregular Operations A. Types 1. Delayed Flight 2. Canceled Flight 3. Diverted Flight 4. Denied Boarding B. Passenger Re-accommodation 1. Types of Alternate Transportation 2. Hotel-Meal-Taxi Voucher III. Denied Boardings A. Oversales B. Types of Passengers Denied Boarding C. Compensation for Denied Boarding D. Preparing for an Oversold Flight E. Working an Oversold Flight IV. Customer Service Awareness A. Product Knowledge 1. Services Offered 2. Customer Perceptions 3. Importance of Cross-Utilization B. Effective Communication 1. Active Listening 2. Responding with Empathy 3. Maintaining and Enhancing Self-Esteem C. On Stage/Off Stage D. Behavior Mirrors Behavior 1. Elements of Communication 2. Body Language, Vocal Tone and Inflection 3. Using Specific Verbiage 4. Interaction with Customers V. Ground Security A. Preventative Measures 1. Elements of Hijacking 2. Security Policies 3. Bag Tag Security B. Reactive Measures 1. Ground Emergencies 2. Threats by Telephone 3. Handling the News Media 4. Release of Passenger Information VI. Aircraft Operations A. Theory of Flight B. Theory of Weight and Balance VII. Airline Service Departments at the Airport A. Airport Organization B. Lines and Methods of Communication VIII. Ground Operations A. Introduction 1. Organization 2. Duties and Responsibilities 3. Ramp Safety 4. Airport Security 5. Safe Driving B. Aircraft Familiarization C. Aircraft Arrival D. Turn-Around Servicing E. Aircraft Procedures 1. Baggage, Mail, Cargo Handling 2. Pre-Departure 3. Departure Actions and Procedures F. Associated Aircraft Functions 1. Provisioning 2. Cargo 3. Work Orientation

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