Aircraft Maintenance Technology - 46

PROFESSIONALISM

CAN PEOPLE BE TRAINED TO BECOME

BETTER SERVICE PROVIDERS
Begin the wonderful and everchallenging journey of reaching new
heights in delivering exceptional
customer experiences.
By Bob Hobbi

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WHETHER PEOPLE CAN BE TRAINED ON THE FINER
customer service skills or whether it is just innate for someone
to be "service savvy" has been an ongoing discussion for many
years. The detailed answer, like so many things these days,
is a little more complicated than this. In short, the answer
is a resounding "yes" - people can be trained in the art of
service delivery. However, the success of this training when
service is measured as "creating an ultimate advantage" or
"value" requires several conditions to exist.

FIVE POINTS TO CONSIDER

Replace Lip Service With A True Commitment To Service
(In All Actions And Deeds)
Leading a service-focused culture is paramount to any company's
success. In all the years of working with various companies and
organizations, large and small, we have never heard anyone say:
"Well, we really don't care about customer service!" Unfortunately,
more often than not, when we dig deeper, little commitment has
actually been done to delivering service and "service" is used
more as a marketing line or to check a box.

Commitment To Service Has To Be A Way Of Life
To deliver outstanding customer service, it has to become
part of the fabric and soul of the organization. An organization needs to embed its customer focus within all areas of the
organization and have values, goals, and a vision which are
customer-service centric and affect what its people do and how
they do it. It is the quality of this commitment which will help
the success attained from service training.
To ensure the commitment is real: Pronounce and announce
as loud as you can to your team and your customers that you

BOB HOBBI is the founder, president, and CEO of
ServiceElements International, Inc. Bob has 30 plus
years in aerospace and aviation leadership roles with
FlightSafety International, Honeywell Aerospace's
Aerospace Academy and MedAire with a focus on
adult learning. For more information visit www.
ServiceElements.com.

AviationPros.com/company/10135060

46 OCTOBER 2019

AIRCRAFT MAINTENANCE TECHNOLOGY

http://www.titantoolsupply.com http://www.ServiceElements.com http://www.ServiceElements.com http://www.AviationPros.com/company/10135060

Aircraft Maintenance Technology

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