Program Overview – Business Aviation Customer Service Certificate Program

NBAA’s Business Aviation Customer Service Certificate Program is an assessment-based certificate program that will provide participants with an introductory to mid-level training on the elements of exemplary customer service. The program will include self-paced learning modules covering the most important topics of customer service management.

Intended Audience

This introductory level training program is not intended to create deep expertise in every aspect of business aviation customer service. Rather, it is to establish a baseline knowledge, identify resources business aviation professionals can rely upon as references, and instill a desire for more advanced learning in the areas of customer service management in the years to come.

How It Works

The program consists of on-demand self-paced learning modules, independent self-study reading reference material, knowledge checks and a final assessment.

To earn their Business Aviation Customer Service Certificate, candidates will take an examination to determine whether they meet the established criteria as defined by the program’s specifications (e.g., the knowledge or skill associated with competence to practice in customer service).

Course Components

Each of the eight asynchronous learning modules will cover one program domain objective at an introductory level.

Quizzes embedded into NBAA’s learning management system (LMS) will be used to assess a candidate’s understanding of the content.

The final examination is a standardized instrument to assess the candidate’s knowledge and skills for each program objective. The final exam requires a passing score of 85% (77 out of 90 questions). The final exam can be taken at any time throughout the program once all learning modules and quizzes have been completed. Participants have three attempts to pass the exam.

Recognition

After passing the final exam, participants will be issued a digital certificate and badge, which can be shared on social media and in other online locations.

Business Aviation Customer Service Certificates are valid indefinitely, and participants will have ongoing access to the course LinkedIn group after their six-month window, giving them long-term access to a community of customer service professionals.

The Business Aviation Customer Service Certificate is approved for CAM credit. Those that complete the course and pass the final exam will be awarded four points towards their CAM application or CAM recertification.