Introductory Modules

Recognizing Customer Needs and
Reflecting on Your Own Behavior

The introductory modules convey basic skills such as addressing needs and expectations and general communication skills.

Module 1

  • Seminar opening (15 min./required course element)
  • Introduction to the topic (30 min./required course element)

Module 2

  • Getting to know and appreciating our customers
    (25 min./required course element)
  • Our company’s market positioning –
    our company’s image (20–60 min./required course element)
  • Expectations – our customers’ fears
    (60 min./required course element)

Module 3

  • Customer loyalty and our personal and social skills (30 min./required course element)

Module 4

  • Active listening (15–30 min./required course element)
  • Viewing customer complaints as an opportunity (30–45 min./required course element)
  • Using language to reduce tension (15–30 min./required course element)

Module 5

  • Practical exercises on customer complaints (60–90 min./required course element)

Module 6

  • Tour of the training facilities (30 min./recommended)

Module 7

  • Conducting a real meal service
    (90–120 min./recommended)

Module 8

  • Application of skills to everyday working life (45 min./required course element)

Service Orientation

Introductory Modules

  • One-day seminar
  • Number of participants: fixed groups of about 16 participants
    (can be booked individually)
  • Lufthansa Aviation Training Center
  • Certificate and CME confirmation of participation

We only offer this course for private groups. 
We would be happy to advise you and provide you with information about the package of modules that best meets your needs.

Take the First Step –
for Greater Safety in Patient Care