Ethos Farm introduces new online training programme for aviation sector

By Andrew Pentol |


Sally Alington, CEO, Ethos Farm.

Customer experience consultancy Ethos Farm, has launched a new online training programme for the aviation sector, entitled Aviation Service Excellence While Physical Distancing.

This latest development follows the launch of the company’s online programme for travel retail staff last month.

The new course is also being offered as an online training programme and takes about 40 minutes to complete. Participants can obtain a deeper understanding of the current coronavirus (Covid-19) situation, awareness of customer mindsets and behaviours as a result of Covid-19, awareness of individual and colleague safety in the wake of the pandemic, a recognition of the ‘new normal’ in the customer journey and the ability to adapt service delivery accordingly.

They can also learn how to work with Personal Protective Equipment (PPE) and regulations to maintain service excellence and also gain an appreciation of the evolving situation and know-how to contribute to the continuous improvement cycle.


Sally Alington, CEO, Ethos Farm said: “Following the unprecedented impact of the coronavirus pandemic on the aviation sector, there is an urgent need to rebuild confidence with customers and employees alike so the industry can begin to recover.

“Although the ‘new normal’ for customers and those working in this sector will inevitably be a very different experience when you consider possible PPE requirements, service limitations, temperature checking and physical distancing, Ethos Farm firmly believes that customer and employee satisfaction levels should not be impacted.”

Ethos Farm Training Course

The new Aviation Service Excellence While Physical Distancing course is being offered as an online training programme and takes around 40 minutes to complete.

Alington added: “We know there is a real need to offer guidance to employees going back into customer-facing roles and support them with staying safe and delivering service excellence, while grappling with new safety protocols and PPE.

“Our training programme is designed to do just that. We are truly excited to launch to the market for individual learners to purchase or for any organisation to license for their workforce.”

Customer experience is key to building consumer loyalty, which is intrinsically linked to employee experience, emphasises Alington. “It is imperative that our aviation workforces are able to feel as prepared as possible from a safety perspective, but also able to handle the many new customer mindsets that they will encounter.

“If our employees are happy, confident and feel well-prepared, they will deliver great service and customers will react to the new normal aviation experiences in the right way.”

Building on Ethos Farm’s mantra that people are the most important part of any customer experience, Alington says aviation employees now, more than ever, must be expertly trained to drive consumer confidence during this challenging period.

She suggests employees must be agile and able to work with potentially changing regulations and new circumstances, innovative to find ways to still delight customers (despite PPE or distancing) and consistently compliant with regulations.

Alington commented: “Compliance with regulation and consistency of approach are two key elements to building consumer confidence and that is why training is so important. We should endeavour to see any possible barrier to service, as an opportunity to rethink, reinvent and adapt.”

All learners receive a certificate at the end of the programme. The course is available to purchase online for £9.99-$12.78 (including VAT).

Content can be adapted and tailored to individual airports, airlines, travel retailers, ground handlers and other aviation stakeholders. Ethos Farm is also offering a virtual classroom learning on this subject if required.


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