Included Applicable Tactics On How To Treat Customers Like 'Royalty'

With nearly 80 organizations in its row at this year’s SDC, Avfuel Corporation took advantage of this unique face-to-face opportunity to offer its branded FBOs in-person customer service training in San Antonio, Texas, prior to the show.

The master class included applicable tactics on how to treat customers like royalty. With nearly 125 people in attendance, the fuel provider was able to share best practices with 40 of its branded locations. “The bottom line is fuel is fuel,” said Buffey Muth, Avfuel’s marketing manager and training coordinator. “The key to a successful business is building customer loyalty, which is achieved through memorable service. This master class provided simple-to-implement tactics for earning that loyalty with top-of-mind customer care.”

Training topics included contributing to a culture of care, etiquette and grace, and tactics to amaze and wow. Each topic fed in to the others for a dynamic approach to excellence in service.

Avfuel also brought with its team a guest speaker from Zingerman’s—an Ann Arbor, Michigan-based company known for customer loyalty and providing memorable experiences. The speaker, Steve Mangigian, expanded on the topics of building a culture of care and providing a memorable customer experience. “We received customer requests for an Avfuel Network session like this and we found that this year’s SDC was a perfect opportunity to host this valuable training,” said Marci Ammerman, Avfuel’s vice president of marketing. “There’s no other event where we have the sheer volume of customers in one location, which made for an impressive turnout for the master class on the afternoon before the show.”

In addition to this onsite customer service master class, Avfuel offers its branded FBOs free access to customer service training through the online Avfuel Training System (ATS). Designed to address issues specific to aviation-related businesses, the customer service training program offers content that can be applied directly and immediately to FBO operations. Through the program, staff members learn about fostering a culture of care, some key service essentials, and how to truly amaze and wow their customers.

This program is in addition to fuel safety training and training on Avfuel’s programs. All courses are user friendly—utilizing videos, downloadable course materials and online quizzes—requiring little to no management on the part of the FBO. Staff members can independently take the courses as time permits.

(Source: Avfuel news release)

FMI: www.avfueltraining.com