Story ID: 
NBAA Rolling Out Customer Service Certificate Program
By: Kerry Lynch
Caption: Program entails eight self-paced, on-demand learning modules
Word Count: 326
NBAA has teamed up with ServiceElements International (SEI) to offer a Business Aviation Customer Service Certificate program designed to provide training and enhance the professionalism of customer service specialists in the industry.
The program involves eight self-paced, on-demand learning modules with knowledge checks and a final assessment. Upon completion, professionals receive the NBAA Business Aviation Customer Service Certificate, which is valid indefinitely, and they also earn Certified Aviation Manager credit.
The program provides a baseline knowledge with introductory to mid-level training on elements of exemplary customer service, NBAA said, and also encourages advanced learning in customer service management.
Module topics review outstanding and poor customer service, what to expect from today’s business aviation customers, managing customers, customer expectations and bringing a value proposition, safety and teamwork, communications, and challenging interactions.
Registrants have a six-month window to complete the course. Pre-registration is available now, and course material will be ready in January.
“There is a lot of great training out there, but nothing that really puts it together all in one place,” said Tyler Austin, NBAA senior director of credentialing. “Many of our members were going outside of aviation training for customer service needs, and there wasn’t something that was really designed holistically for the aviation industry, so we quickly realized that there was a need.”
SEI, which works with a range of aviation companies on service, has also been an NBAA partner on its Professional Development Program provider for more than a decade.
“Delivering exceptional customer service is at the heart of everything we do in business aviation,” said Bob Hobbi, president and CEO of ServiceElements. “NBAA’s new Business Aviation Customer Service Certificate will give aviation professionals a new understanding of the intense level of customer service required in our industry and will equip them with the tools essential to thinking critically and providing exceptional customer service.”