QUESTIONS #1: Mark Value of Question is 5% Element of Competency (Contribute to the implementation of the customer approach in the company 5 points In recent years, airlines faced cost pressures (eg., fuel prices, stiff competition) and added government regulations (mostly for security) that have made the flying experience less pleasant Despite all the challenges the airlines industry is facing are there any improvements that you may be seeing to improve customers' air travel experiences? QUESTIONS # 2: Mark Value of Question is 10% Element of Competency (Contribute to the implementation of the customer approach in the company) 16 points. Each set is worth 2.5 points When you deal with customers on the telephone, your verbal communication skills, particularly the tone of your voice, are important. Your customers will only see you through your voice. So, whether your attitude is tinged with enthusiasm, sarcasm, boredom, or disinterest, your customers will hear you loudly and clearly. Answer the following questions according to their specific scenario. A: Putting Your Best Ear Forward - Write down some things you can do to be a better listener on the telephone? B: Saying Hello: The Opener. Write down how you will greet your customer on the telephone