ServiceElements is a Phoenix-based firm specializing in people-development
and customer service training for aviation professionals.
These days it seems that more than ever before people are working harder but have less time
Engaged team members are looking for ways to constantly improve their value.
Alignment is the element that turns a group of athletes into a winning team, or a company full of different personalities into a competitive, high performance team.
Collective Ambition is not a new concept. It has been around for years.
Many companies utilize “exit interviews” as a way to uncover ways to improve the organization and keep their employees happy.
Anyone who works in aviation is making a difference, probably in ways they have not even thought about.
Building a brand based upon service begins with answering two questions: 1)“How does the organization’s team view the brand/company? (as discussed last week) and 2) “How do the customers/passengers view the customer service of the company?”
It is important that the team all be onboard with the promise of the brand. Do they understand it? Do they believe it? Do they live it in every customer touch point?
If effective ORM practices are in place, effective CRM is sure to follow.
Many aviation professionals feel it is easier to train and teach technical skills than it is to change an attitude.
Emphasize critical moments of service, or touch points, with customers in order to improve customer satisfaction
There are many principles that Mother Teresa lived by as a leader.
What do you call a person who is committed to a cause and has a great attitude but never gets around to taking the action to make things happen?
People who are committed to excellence in the service they provide have a clear understanding why their jobs are important, and how they are making a difference for their customers (whether they are external or internal customers).
Here are a few tips for making those internal team members feel that they are being taking care of as well (which will in turn reflect on their service to the external customers)
The effective leader has the distinct realization that he/she is not any more important than the humblest follower.