Aircraft Maintenance Technology - 47

have a genuine commitment to improving your services. (This
helps keep you accountable to your promises.)
Say it so loud and frequently, that you cannot take it back.
And, most importantly, make sure it is backed up with everyone
on the team, day in and day out.

areas/tasks of our organization have the most impact on the value
proposition for our customers or users?" Improving everything all
at once is unrealistic. It ends up being overwhelming and then
underwhelming. Pick basic manageable standards to implement
within a reasonable timeline.

3.

BUILDING THE SERVICE CULTURE

Determine What Will Truly Bring Value To Your Customers
Or Users - I.E. What Do They Need And Want?
If this step is missed, then you will not know what brings
value to your customers/users and your service delivery will
be a hit or miss. You may even be training on skills that are
not truly designed to serve your customers or not important
enough for them.
Define and decide who you want to be. But recognize the fact
that service culture development and enhancement is a journey
and not an event.

4.

Define What Customer Service In Your Business Aviation
Organization Should Look Like
Every business or organization is different. The idea of one size
fits all in customer service does not work. Good service is not
just smiling and being nice. Service needs to be well thought out
and personalized, specifically to the organization or the business.
Consider what makes your service unique and what you have
or can do that your customers cannot live without.
Items 3 and 4 define your value proposition for your customers.

5.

Identify Key Components of the Customer Service Plan
The components of the customer service place have to
match your value proposition. Ask the question, "What specific

Once the above five steps are identified and in place, your
organization can begin the wonderful and ever-challenging
journey of reaching new heights in delivering exceptional customer experiences.
One of the biggest challenges about customer service is communicating the customer service vision to the team. Here training
and professional development for your team play a major role
and project an intentional focus on improving service. However,
to truly develop a permanent customer service culture shift in
an organization, learning needs to be continuous.
Leadership must be part of the training/learning plan. When
attempting to create a culture shift, leading by example is an
understatement. Leaders must be participating and facilitating
the change. Only at this level will we see tangible change and
shift in service behavior.
Shifting to a customer service culture and maintaining this
culture and associated behaviors is an ongoing project which
requires patience and absolute dedication. This can be tough
especially when budgets and events impact the plan from time
to time, but the service culture enhancement effort should
always stay alive and well. In conclusion, specific customer
service skills can be trained, but only in a culture where the
focus is service.

IT'S HERE.
THE MOST ADVANCED
AIRWORTHINESS SYSTEM
AVAILABLE.
Web-based
Regulatory
Learn more tdata.com

AviationPros.com/company/10135032

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Aircraft Maintenance Technology

Table of Contents for the Digital Edition of Aircraft Maintenance Technology

Changing of the Seasons
Nip/Tuck: Aircraft Edition
Staving Off Obsolescence
The Business of Biz-Jet Maintenance in Latin America
Airlines Need MROs to be More Like Pit Crews
Stepping Up Ladder Safety
Time to Upgrade?
Browsing the Digital Library
Product Showcase
Only the Paranoid Survive: Overcoming Complacency
It Takes Teamwork to Identify Safety Challenges
Can People be Trained to Become Better Service Providers?
Advertisers' Index
Refresh + Renew
Aircraft Maintenance Technology - 1
Aircraft Maintenance Technology - 2
Aircraft Maintenance Technology - 3
Aircraft Maintenance Technology - Changing of the Seasons
Aircraft Maintenance Technology - 5
Aircraft Maintenance Technology - 6
Aircraft Maintenance Technology - 7
Aircraft Maintenance Technology - Nip/Tuck: Aircraft Edition
Aircraft Maintenance Technology - 9
Aircraft Maintenance Technology - 10
Aircraft Maintenance Technology - 11
Aircraft Maintenance Technology - 12
Aircraft Maintenance Technology - 13
Aircraft Maintenance Technology - 14
Aircraft Maintenance Technology - 15
Aircraft Maintenance Technology - Staving Off Obsolescence
Aircraft Maintenance Technology - 17
Aircraft Maintenance Technology - 18
Aircraft Maintenance Technology - 19
Aircraft Maintenance Technology - 20
Aircraft Maintenance Technology - 21
Aircraft Maintenance Technology - The Business of Biz-Jet Maintenance in Latin America
Aircraft Maintenance Technology - 23
Aircraft Maintenance Technology - 24
Aircraft Maintenance Technology - 25
Aircraft Maintenance Technology - 26
Aircraft Maintenance Technology - 27
Aircraft Maintenance Technology - Airlines Need MROs to be More Like Pit Crews
Aircraft Maintenance Technology - 29
Aircraft Maintenance Technology - 30
Aircraft Maintenance Technology - 31
Aircraft Maintenance Technology - Stepping Up Ladder Safety
Aircraft Maintenance Technology - 33
Aircraft Maintenance Technology - 34
Aircraft Maintenance Technology - 35
Aircraft Maintenance Technology - Time to Upgrade?
Aircraft Maintenance Technology - 37
Aircraft Maintenance Technology - Browsing the Digital Library
Aircraft Maintenance Technology - 39
Aircraft Maintenance Technology - Product Showcase
Aircraft Maintenance Technology - 41
Aircraft Maintenance Technology - 42
Aircraft Maintenance Technology - Only the Paranoid Survive: Overcoming Complacency
Aircraft Maintenance Technology - It Takes Teamwork to Identify Safety Challenges
Aircraft Maintenance Technology - 45
Aircraft Maintenance Technology - Can People be Trained to Become Better Service Providers?
Aircraft Maintenance Technology - 47
Aircraft Maintenance Technology - 48
Aircraft Maintenance Technology - Advertisers' Index
Aircraft Maintenance Technology - Refresh + Renew
Aircraft Maintenance Technology - 51
Aircraft Maintenance Technology - 52
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