Bob Hobbi is the published author of “Building A Customer Service Culture”, and the Chariman of the NBAA Leadership Conference. He has more than 30 years of experience in providing industry-leading solutions in customer service, strategic and organizational excellence training, business development and leadership strategic planning.
These two half-day workshops are offered at an 80% savings to SCAA members to raise money for scholarships..
When: March 12, 2015
Where: Courtyard by Marriott, Santa Ana/ Orange County
8 MacArthur Place, Santa Ana, CA 92707 | (714) 668-9993 | www.marriott.com/snaog
Session 1: 8:00am – 12:00pm Breakfast included
Topic: BALANCING SAFETY & SECURITY WHILE PROVIDING WORLD CLASS SERVICE
- Learn how to manage difficult and challenging customer situations.
- Learn how to communicate safety in “layman” language without insulting none-aviation people
In today’s competitive environment, aviation service providers (Pilots, Schedulers and Dispatchers, Engineers, Technicians, Inspectors, Line Service, Executive, Managers, Supervisors and other Industry Professionals) know and understand that, secondary to flight safety, providing outstanding service is a make or break factor for their organization’s long term success. Yet many of us are puzzled by the constraints that are imposed upon our ability to provide good service by what seems to be a barrage of rules, regulations and laws.
Safety and security are an important part of our services. Customers, undoubtedly, want to be safe and secure. Most customers insist on it, and it is the unspoken expectation. So, why not integrate safety and security into the service package? Then market, present and deliver it as an offering on our menu of services. This program will help service providers recognize how to balance all the variables of safety and security when delivering value to their customers/users/passengers.
Session 2: 1:00pm – 5:00pm Lunch included
Topic: NEW OPPORTUNITIES FOR GROWTH IN BUSINESS AVIATION
- Learn how to find “hairline” adjustments of additional value for your customers, without too many resources and expenses.
- Learn how to endear customers to your company.
Organizations that do not continue growing and adapting to all of our industry changes become stagnant and lose their value to their users. Exceptional service delivery means a continuous quest to improve your organization’s knowledge of its cultural strengths and opportunities. This knowledge lets you capitalize on the positives while improving and encouraging innovation. Being proactive, creative and flexible/ready for change, when considering your customers/users/ passengers needs equates to happy customers. This also equals job security and career growth. There are many alternatives for our customers and passengers. Do not be the one that ‘used’ to be the #1 choice. This program will share tools and techniques that will help you in developing specific short and long term strategies and actions required to keep your organization’s culture strong, healthy and the competition in the rear view mirror.
About Bob Hobbi
Mr. Bob Hobbi is the founder, president and CEO of ServiceElements™. He has more than 25 years of experience in providing industry-leading solutions in customer service, strategic and organizational excellence training, business development and leadership strategic planning.
Bob is committed to Continuous Quality Improvement (CQI) initiatives through his work with Six Sigma and ISO. He is a also a published author and co-wrote the successful book “Building A Customer Service Culture” with Dr. Mario Martinez. Bob has also served in various national and international executive level leadership positions at FlightSafety International, a Berkshire Hathaway Company, where he was instrumental in creating and leading the company’s service culture initiatives. He was the leader for Honeywell International’s Aerospace Academy and a Vice President with MedAire, Inc.
Bob is multi-lingual with extensive international business experience. He uses his extensive experience in general aviation and focuses the foundation of the service culture at ServiceElements™ to exceeding the company’s customers’ expectations.
Bob is also the Vice President of the Arizona Business Aviation Association (AZBAA), an active member of the Corporate Aviation Management Committee (CAMC) and the Chair of CAMC Sub-Committee on Critical Issues.
ServiceElements helps individuals, businesses and teams improve their performance and skills utilizing Workshops, Training, Consulting and Coaching Programs. Their team of trainers, Facilitators and Coaches are all professionals with intimate knowledge of all facets of the aviation industry.
Training depends on participants reacting to, and hopefully learning from, the presentation of information and knowledge. ServiceElements' programs provide information and knowledge, but through discovery, experiential learning and the construction of individual and organizational action lists and plans, you will see behavioral modification- which is core to producing results.