Our Vision
Our Mission
Purpose
Values
The Jet Aviation experience is Seamless, Authentic and Memorable
To shape innovative, world class standards in service and quality
Our Purpose is enabling global flight, with Passion
Our Values are Trust, Honesty, Alignment and Transparency
It is through our Vision, Mission, Purpose and Values that we focus on customer service and create our service culture by evolving and refining our offerings, building meaningful relationships that last a lifetime. This means investment in rewarding loyalty, improving recognition, and training to deliver a positive behavioral change in every aspect of service. This is done through tools, processes and people.
SEAMLESS — Our People, Products, Processes, Tools and Safety ensure a Seamless experience.
AUTHENTIC — Our Behaviour Styles, Genuine Personalities and Reliability ensure an Authentic experience.
MEMORABLE — Our Personalization, Solutionoriented Creativity, Attention to Detail and Customer Recognition ensure a Memorable experience.
Be Seamless, Authentic and Memorable. Be SAM. We use the SAM philosophy to ensure we deliver service and create memories for our customers. At the surface, there is calm. A fine layer of simplicity and elegance. This is where you are.
Customer journey key touchpoints
Pre-Arrival
Arrival
On-Site
Departure
Customer Service Cycle
Post-Departure
Greet
1. Greet the customer and engage with a JETitude 2. Anticipate customer needs and gather service requests 3. D eliver the service and create a Seamless, Authentic and Memorable (SAM) customer experience 4. C ommunicate with the team and resolve any issues with speed and professionalism 5. Ensure all services are completed and the invoicing is presented with accuracy 6. Follow-up with customer to confirm satisfaction and ask for feedback on our service today 7. Thank the customer for their business and invite them to come back
Anticipate
Thank
Customer Service Cycle
Follow-up
Deliver
Communicate
Ensure
Let the customer speak
Problem Resolution Tool 1. Let the customer speak so you can clearly identify and understand the problem 2. A pologize for the situation and ensure the customer we will resolve the problem 3. Involve the appropriate stakeholders to gather all the information and find and execute a solution 4. F ollow up with the team and then the customer to confirm the issue is resolved 5. Thank the customer for their feedback, the opportunity to resolve the issue and invite them to come back 6. Examine the problem and resolution to review opportunities for process improvement and personnel coaching
Apologize
Examine
Problem Resolution Tool
Thank
Involve
Follow-up
T E AM 1
2
3
4
1 — I am Tactful 2 — I am Energetic and Effective 3 — I am Accurate 4 — I am Motivating