Navigating The Skies of Customer Service in the MRO Industry

November 21, 2023
Cam Murphy

Welcome to “Beyond MRO,” where we explore the latest trends and topics in the aviation and maintenance, repair, and overhaul (MRO) industry. I’m your host, Michelle Dawn Mooney, and today, we’re diving deep into the world of customer service in aviation. Joining us is Alyssa Thorne, Business Development Manager at FEAM Aero, an expert in aviation with 17 years of experience. We’ll be uncovering why exceptional customer service is crucial in the aviation and MRO sector and how it’s at the core of FEAM Aero’s success.

Main Discussion Points:

  • The unique challenges of providing top-notch customer service in the fast-paced aviation industry.
  • The role of empathy and understanding in fostering customer satisfaction and loyalty.
  • Strategies and initiatives employed by FEAM Aero to enhance the customer service skills of its workforce.

Guest Bio:

Alyssa Thorne brings over a decade of aviation experience to the table. With a background in sales, she has worked across various sectors of the aviation industry, from OEMs to overhaul shops and MROs. Her diverse experience provides valuable insights into the industry’s evolving landscape.

Recent Episodes

fleet reliability
View episode

Navigating the complexities of fleet reliability and safety in the trucking industry poses a significant challenge, especially given that small fleets operate 90% of trucks on the road. This critical issue is at the heart of a recent episode of Hammer Down, hosted by Mike Bush, featuring an innovative approach by Carrier Assure to […]

electric school buses
View episode

In the quest to combat climate change, innovative solutions in the transportation sector stand out as pivotal battlegrounds. Luke Nolan, the Global Account Manager at Incharge Energy emerges as a key player in this fight, leveraging partnerships with OEMs and school bus customers to spearhead the adoption of electric school buses. By forging partnerships […]

the InCharge Energy team
View episode

The InCharge Energy team, led by SVP of Operations and Richmond native Van Wilkins, embarked on a three-mile team-building hike through Richmond, Virginia, exploring historical sites. In this special segment, a brief look into the hike included the Potterfield Memorial Bridge, with members from finance, marketing, engineering, field service, and programs departments all participating […]