ServiceElements International, which provides customer-service training, has joined forces with Vancouver, B.C.-based TrainingPort.net (Booth 3876) to produce a new online course aimed at improving the customer-relations skills of flight department personnel.
The result, “Organizational Resource Management-Aircraft Operations: Going from Great to Exceptional to Indispensible,” is designed to serve flight operations without the need for a workshop or a classroom program, at a time where resources for training are ever-dwindling. “The most important thing about an aircraft operation is to become indispensible,” said Bob Hobbi, president of ServiceElements, “and the only other way to do this other than the obvious, which is flying the aircraft safely, is to provide an exceptional experience for the folks that are using it.”
Among the topics discussed in the course are how to interact with the principal and other passengers. “In our industry there are a lot of things that we can do and a lot of things we can’t do,” said Hobbi, citing the scenario of a pilot facing a no-go situation where the passenger is eager to depart. “How do you say no without losing your job, without being too aggressive or too weak, and still maintain a good trustworthy relationship?”
TrainingPort has also partnered with Aviation Medicine Advisory Service (AMAS) and its president and CEO Dr. Quay Snyder to produce an online training program on aeromedical topics. Snyder, who is certified in aerospace medicine, family practice and occupational medicine, in addition to his role as aeromedical advisor to the Air Line Pilots Association, is also a commercial pilot, aircraft owner and flight instructor.
Furthering its safety education offerings, TrainingPort announced that it will release an online emergency procedures training course, developed in conjunction with Aircare International (Booth 1681). The web-program will serve as a precursor to Aircare’s classroom and hands-on Facts training course, providing interactive theoretical instruction.
For all its courses, the company has recently added functionality that allows training managers to store documents pertaining to their trainees, such as certificates, medical records and training completion letters, free of charge to current clients. Those who purchase a training program here at the show or in the following 30 days will be offered this feature at no extra charge.
