While the basic tenets of customer service are applicable across industries, FBOs are an entirely different matter- customer service requires context. It requires an instructor that is an industry expert, not just an industry veteran. And that context is only provided by FBO Partners.
We've been the Customer Service Representatives behind the desk during Inauguration, and the Final Four. And those Line Service Technicians high atop the deicing bucket in a snowstorm? That was us too. Who answered the difficult phone call, or negotiated the fuel price? We've been the patient Customer Service Supervisor and savvy Sales Manager handling tense situations.
Is your team being trained by someone who has only worn comfortable shoes, or someone who has walked a mile in your shoes? Your employees will know the difference, and context matters in the training environment.