April 8th and 9th, 2015 – Long Beach Airport (KLGB)
Hosted by Airflite and Presented in conjunction with ServiceElements
Continuous improvement does not just apply to safety! Many air charter and aircraft management firms understand customer service, but merely understanding is not good enough in today’s dynamic industry. A static service environment will quickly fall behind the competitors. Above the Clouds: Next Level Client Services is a workshop experience tailored to provide the knowledge and skill to drive continuous improvement in customer loyalty, revenues and profits.
Workshop topics will include but are not limited to:
Managing Communications & Personalities
Managing challenging personalities and interpersonal styles and skills is integral to client services. Developing strategies that affect your image and service delivery will help you become more effective in addressing customer issues and will elevate your organization to the top.
Excelling with Discerning and Demanding Clients
Managing the expectations of passengers, customers and aircraft user’s takes proactive practice and preparedness. You can’t always fix all the problems, but you can effectively manage the situation.
Best Practices in Cultivating Loyalty
Customer satisfaction is a basic expectation today. Loyalty is given only to those who earn it!
Who Should Attend
This workshop experience is designed for team members at air charter, aircraft management and part 91 flight departments. Pilots, cabin attendants, client relationship specialists and department managers will leave this workshop with an improved set of knowledge and skills that allow them to leverage interactions and relationships with clients to build client loyalty.
Michelle was originally hired in 1990 by Executive Jet Management (a wholly owned subsidiary of NetJets) where she focused on support for the Executive Jet Aviation Fleet, the Executive Jet Management Fleet, and the Helicopter Group. She later accepted a position in the Flight Service Department where she directly interfaced with the aircraft owners. As the company continued to grow, Michelle’s role also grew with flight crews and owners. She became part of a team responsible for working directly with aircraft and share owners on behalf of the CEO in order to evaluate their expectations and NetJets’ ability to deliver. In her role at ServiceElements as facilitator and strategist, Michelle is utilizing her qualifications both in service and in aviation. She knows and understands the importance of service and she has had the interactions with owners, passengers and crews that give her a unique perspective into the demands that are required of business aviation professionals.
*** Speakers are subject to change.
Registration Cost: $950 for NATA Members/$1150 for Non-Members