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CCA – Customer Culture Academy
A powerful three-tier Customer Culture Academy series was introduced in 2009. The training series was developed based on feedback from Air BP FBOs about a shared need for customer service training. The content of this compelling training series has been designed to allow flexibility for FBOs to adapt their unique setting and customer service offerings. The format balances “live” seminar style training and an online training offering to provide training at all levels of staffing. Through the range of training offerings the three-tier approach encourages dialogue between all levels to identify priorities and standards for customer service at the FBO and then apply those principles to day-to-day operations.
The program features the highly-effective and proven customer service Ritz-Carlton® training with an integration of these concepts to the FBO environment. This program is designed to establish an outstanding customer service culture at Air BP FBOs. The multi-tier approach reinforces similar behaviors throughout the FBO organization.
Tier 1: Owner/GM Ritz-Carlton Customer Service Training
- Day 1: Ritz-Carlton facilitated classroom training
- Day 2: Air BP Training and Program Managers apply Ritz-Carlton concepts to the FBO setting
Tier 2: Customer Service Representatives and Line Managers
- Interactive classroom training during day 1 and “field” training at an area FBO on day 2
- Customized training critical to these front-line managers
- Encourages sharing and networking during and following course for ongoing development
Tier 3: Customer Service Representatives and Line Techs
- Online training class incorporating key elements of customer service to FBO applications
These courses are a fee-based offering with a required commitment from the FBO for participation in all three tier levels.
*Ritz-Carlton is a registered trademark name of the Ritz-Carlton Hotel Company, L.L.C.
For more information, please contact Greg Miller at gmiller@airbpaviation.com.
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