Program Domains – Business Aviation Customer Service Certificate Program

NBAA’s Business Aviation Customer Service Certificate Program begins with an introduction to key terms and concepts in business aviation, and the importance of customer service in the industry. Then the course focuses on eight key areas related to customer service management.

• Domain 1: What Is Outstanding Customer Service
• Domain 2: Characteristics of Poor Service
• Domain 3:Today’s Business Aviation Customers
• Domain 4: Manage Your Customers
• Domain 5: Customer Expectations and Your Value Proposition
• Domain 6: Safety, Service and Teamwork
• Domain 7: Extreme Communication
• Domain 8: Challenging Customer Interactions

Each of these domains will be covered by an asynchronous learning module to provide introductory-level training. Successful candidates will pass the final examination, which assesses the candidate’s knowledge and skills for each program objective.

Domain 1: What Is Outstanding Customer Service

This domain examines the common characteristics of outstanding customer service, how customer expectations are built and how a robust service culture in business aviation is defined.

• Understand the powerful role of customer service
• Examine the specific characteristics associated with outstanding service
• Explore how expectations are built

Domain 2: Characteristics of Poor Service

This domain delves into the look and feel of poor service in the business aviation industry, addressing common mistakes, and techniques to avoid unintentionally delivering bad service to your customers.

• Examine characteristics of poor service
• Learn about common customer service lapses in business aviation
• Recognize the potential impact of poor service on your organization
• Create a positive list of customer service do’s – aka Bill of Rights

Domain 3: Today’s Business Aviation Customers

This domain explores who today’s business aviation customers are, examining how to uncover and understand their expectations, wants and desires.

• Get to know business aviation customers
• Understand the needs, values and motivations to uncover customer expectations
• Strengthen relationships with internal customers

Domain 4: Manage Your Customers

This domain addresses the importance of managing customers and their expectations, providing strategies to do so successfully.

• Understand the “why” of managing your customers
• Building trust, credibility and rapport
• Techniques to manage your customers

Domain 5: Customer Expectations and Your Value Proposition

This domain introduces the concept of organizational value proposition, and how it can be leveraged to provide excellent service in both proactive and reactive situations.

• Examine the meaning and significance of value proposition
• Explore your own organization’s value proposition
• Understand proactive and reactive service and their differences
• Self-improvement through benchmarking

Domain 6: Safety, Service and Teamwork

This domain addresses the number one service in business aviation – safety – introducing techniques to incorporate safety into your service attitude, actions and culture.

• Recognize that safety is our #1 service in business aviation
• Learn techniques to include safety in your service attitude, focus, and actions
• Consider how teamwork is an important element of establishing and growing a service culture
• Use service debriefs and simulations of challenging situations to improve your team’s service

Domain 7: Extreme Communication

This domain explores effective communication with customers, identifying common communication barriers and techniques to resolve service challenges.

• Review the importance of effective communication in service delivery to internal and external customers
• Identify communication barriers
• Techniques for effective communication
• Recognizing and leveraging personality styles
• Non-verbal communication

Domain 8: Challenging Customer Interactions

This domain examines what can make customers difficult, providing tools and techniques to recognize and successfully manage challenging interactions.

• Recognize difficult customer types in business aviation
• Understand what makes a customer difficult
• Gain skills to manage challenging situations and conflict at work
• Learn how to deal with angry customers
• Introduce the L.A.S.T. technique