Flight Attendant Focus Behaviors

January 26, 2015

What: Smiling and engaging in an open, genuine and attentive way at every opportunity

How:

• Welcoming customers with a smile at the boarding door and continuing to share a smile throughout the flight• Making eye contact and using body language and tone of voice to project openness, warmth and graciousness• Sharing pleasantries and engaging customers in light conversation during service and while waiting to board and deplane - asking them about their trip or offering destination advice• Recognizing young flyers with “kiddie” wings • Sincerely thanking customers and wishing them a pleasant journey during deplaning

What: Anticipating what customers need and offering it before they ask

How:

• Assisting a parent traveling with children with their carry-on items during boarding • Turning on a reading light over a customer who is reading in the dark• Proactively offering a blanket or pillow to a customer at the window• Providing assistance to a customer struggling with their tray table or IFE screen• Recognizing when a customer may need something extra and providing it - like a bottle of water to a winded customer who ran to catch the flight

What: Being timely, honest and direct in sharing the what and the why

How:

• Using a warm tone of voice and natural inflection when making PAs• Ensuring a PA is made every 15 minutes from the cabin or the flight deck in a delay situation, even when there is no new information to share• Talking one-on-one with customers during a delay situation, and showing them where to find flight and airport information on the Fly Delta app and in the back of Sky magazine• Remaining composed and empathetic and offering an apology when listening to customers talk about their frustra tions with delays or service failures

What: Representing Delta professionally in appearance, behavior and attitude

How:

• Ensuring uniform compliance at all times when in customer view - on and off the clock• Presenting a polished image throughout the flight and in all interactions with customers and ensuring products and services are presented consistently and as intended• Keeping galley noise low and remembering that voices and conversations carry