Course Description
This Course is designed for providers of assistance to special needs and PRM passengers within the Terminal Building from Check in to enplaning and from deplaning to baggage claim.
Those who successfully complete this instruction will have all the tools required to provide exemplary service to this special clientele group. You will learn the best practices technique for:
- Using correct terminology
- Properly addressing and interacting with persons with disabilities, handicaps and challenges for each special needs individuals
- Operating the appropriate transportation and lifting devices.
- Dealing with difficult individuals
- Diffusing anger and frustration in all situations
- Collaborative process involving colleagues and clients
- Regulatory Compliance
Enabling you to deliver superior customer service to all your guests requiring assistance.
Course Duration
This course is designed to be completed within 1 day.
Course Content
Overview on Disability
– ACAP
– Scope of Services
– Unserviceable Wheelchair
– Surrey
– Customer Service Skills
– Appearance and Attire
– First Impression
– Handling Difficult Passenger
– Body Language
– Case Study
– Servicing Wheelchair case Passengers
– Wheelchair Handling
– Sensitivity
– Types of Disabilities
– Guide Dogs
– Lifting Techniques
– Wheelchair Handling
– Types of Wheelchairs
– Surrey Operations
– Discrimination
– Health and Safety a
– Personal Safety
– Dangerous Goods
– Radio Communication Tips
