The Air Elite by World Fuel (Air Elite) Network has developed and implemented its own service culture training for members, the Air Elite Service Culture Training. This new program ensures consistency in elevated service across the global network. The service that Air Elite customers receive is unique in the industry. Built on the Ritz-Carlton program, it has now been redesigned to deliver an exceptional FBO experience. Industry-leading customer service has been at the core of the Air Elite Network. This enhanced training is a foundational component of the Air Elite difference, underpinning its values:
•Maintaining modern, upscale facilities
•Exceeding industry standards on operational safety
•Collaborating on industry best practices
•Developing an engaged and empowered staff
•Creating a seamless customer experience through technology
•Evolving the customer service experience
•Practicing a commitment to continuous training
Led by the Air Elite team, this comprehensive two-day course results from two years of development and benchmarks The Ritz-Carlton philosophy. The course covers all FBO service delivery touchpoints, from line staff to customer service representatives. Participants are surveyed post-training to measure the effect on their service philosophy and the specific elements of the program. The following are a few examples of the supportive feedback shared about the Air Elite Service Culture Training's positive impact on their guests’ experience and team culture.
Kristin Crawford, customer service manager, Jet Aviation – Scottsdale, stated, "[We saw] our team collectively come together with increased motivation and determination, [and]...truly execute and carry out the Air Elite difference in all our lines of work."
Maia Killerud, customer service representative, Monaco Air Duluth, said, “The biggest takeaway, for me, was the power of one to make a difference. When all of us do our part to promote "wow" moments and encourage lateral service, the company culture will be stronger than ever."
Samantha Justrich, customer service representative, Air7, stated, "It is up to us, the employee[s]at the Air Elite location, to make the experience elite. The building can be pretty, but nothing will compare to service that stands out over the next place."
Air Elite Service Culture Training is tailored to the unique needs of each location, so FBOs have the best opportunity to apply concepts learned in the course and provide high-level service that is the standard at Air Elite locations. To date, 29 Air Elite member locations have completed the new program, with the remaining 56 network locations scheduled to complete by early 2022.
Larry Wade, president, Golden Isles Aviation, stated, "Aviation guests visiting the 85 Air Elite locations can be confident they'll receive exceptional service and a consistent experience. The training ensures that our members recognize opportunities to create memorable moments and deliver elite service. Pilots and flight departments can be certain they will experience the high quality, safe and consistent level of service which has always characterized the network's distinct facilities."
