Customer service is the most important part of every business. Providing exceptional service to clients is the top priority of successful companies who in turn reap the benefits of repeat business and customer referrals. A company must create a seamless customer service experience to retain clients and maximize revenue. Exceptional customer service is the intangible edge that elevates you above the competition.
Perception is Reality
The customer is always right because their perception of truth is your reality. Even if the facts don’t support their truth, excellent customer service means resolving issues with a swift plan of action. Listening effectively to concerns expressed by the customer and showing empathy for the described scenario is an effective way to partner together with your customer to resolve problems. Often, if a customer feels as if they have been heard, your employee has already made great strides to dispel conflict and promote a solution.
Empower Employees
Training employees to make empowered decisions builds the customer’s confidence in your company’s ability to solve problems and overcome obstacles. Empowered employees shape a culture of trust and allow customers to rest assured that their expectations will not be met, but exceeded. An employee who is already empowered to satisfy the customer expedites the solution by solving the issue without the need for additional approval, which costs the customer valuable time.
Prevention and Solutions
Soliciting customer feedback via periodic surveys invites customers to share comments, suggestions, and constructive criticism which are invaluable to streamlining processes and preventing future mishaps. Creating an exceptional experience requires customer’s honest evaluation of your services. Utilizing this priceless information allows you to create a personalized, extraordinary experience and establishes loyalty. Cementing this relationship elevates you above your competitors and ensures customers will remain loyal in the future.
Satisfied customers are a company’s most vital asset. A happy customer is a retained customer, and exceptional customer service will only continue to grow business and revenue. A company that practices and excels at customer service builds long lasting relationships with clients and sets the standard for excellence in your field.
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Mitch Launius
Instructor Pilot for 30 West IP
Mitch is the CEO of 30 West IP where he is also an instructor providing pilot training on international procedures. With an illustrious career of over 34 years in the cockpit, Mitch has acquired over 13,000 hours of flight time flying worldwide, with over 9,000 hours of this in Challenger and Gulfstream aircraft. He is an experienced safety officer and was also an IS-BAO project manager for a fortune 500 flight department. He has presented on Safety and Operations topics at the NBAA International Operators Conference and the Canadian Business Aviation Association Convention and is currently on the NBAA International Operators Committee and serves as the North Atlantic Regional Lead. Mitch is also a member of an FAA working group on General Aviation International Authorizations and Tabletop Exercises (GIATE). He was recently selected to represent IBAC as a member of the ICAO Personal Training and Licensing Panel (PTLP) and was also recently named as a 2020 recipient of the NBAA Tony Kern Professionalism in Aviation Award for his contribution to the business aviation community.
Henry ‘Duke’ LeDuc
Director Of Operations, Americas, UAS International Trip Support
Duke has been a dearly respected member of UAS Americas team and the UAS global family for more than five years. A safety-oriented, FAA-licensed aircraft dispatcher, he oversees all of the operations of the elite UAS Operations Team. With twenty-five years of experience in aviation overall with more than fifteen years of experience in international flight planning and VVIP trip coordination, he is responsible for the development of the dispatch training program and involved in the strategic development of UAS Americas. With a myriad of rich aviation experience behind him, he has extensive experience in worldwide operations with both corporate and charter environments, including seven years as Operations/Dispatch Manager in an industry-leading, Fortune 500, IS-BAO Stage III Certified corporate flight department. Duke is frequently asked shares his knowledge at major industry events and is currently serving on the NBAA’s International Operators Conference (IOC) Planning Committee.
Dudley King
President and Founder, FlightBridge
Dudley is the Founder and President of FlightBridge, which he established in 2011 and has been focused on technology solutions for the private aviation industry since 2006. Since he graduated from Dartmouth in 1988, he has worked with an array of companies listed anywhere from VentureWire to the Fortune 100. A rare blend of executive, entrepreneur, and consultant, Dudley’s executive roles have included acting CIO positions for several companies and tech advisory services to CEOs trying to rebuild their technology organizations or looking for an external, professional point of view. Highly skilled at deeply understanding his customer’s business challenges and drawing from a long and varied experience in information technology services, Dudley excels at designing technology solutions to solve their problems.
Dr. Paulo Alves
Global Medical Director, Aviation Health, Medaire
Paulo has extensive experience in medical advisory in the aviation industry. As a cardiologist, he provides technical guidance and analysis for MedAire’s MedLink medical advisory service and is MedAire’s liaison with civil aviation regulators and industry associations. Paulo worked with Varig Brazilian Airlines for 23 years, 10 of which were spent as General Medical Manager. A member of the MedAire Medical Advisory Board, Paulo is also President of the Ibero-American Aerospace Medical Association, a member of the International Academy of Aerospace Medicine, a member of the National Business Aviation Association (NBAA) Safety Committee, a Fellow of the Aerospace Medical Association (AsMA), and a Fellow of the Civil Aviation Medical Association. Throughout his illustrious career, Paulo has held industry leadership roles including Chairperson of the AsMA’s Air Transport Medicine Committee, President of the Airlines Medical Directors Association, President of the Brazilian Society of Aerospace Medicine and was a member of the IATA Medical Advisory Group from 2002 to 2006.
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