Read what past attendees said about the Certified CSR Program

"I appreciate the program because I feel the financial return on my company's investment toward my attendance will be evidenced by my ability to grow our number of loyal customers, increase sales, and contribute to a greater adherence toward safety measures. All resulting in profitability for our organization. I highly recommend all airports/FBOs to make this investment in their people and customer service by allowing each CSR, line tech and operations personnel to attend this beneficial program." - Amy Moyle, Texas Gulf Coast Regional Airport

"I walked away with a greater understanding of the impact we have on our customers. The nuances and ways to enhance the customer experience taught during the class have become invaluable tools that I will carry with me to the workplace. Everyone in the services industry should take this class!" - Tosha Thomas, Signature Flight Support

"I highly recommend the Certified CSR Program to anyone working in an FBO. The skills and knowledge I have learned will benefit my company. Interacting and networking with FBOs from all over the United States is an invaluable experience." - Valori Trent, Crownair Aviation

"I absolutely recommend this program! The speakers are very engaging and touch on the essentials of your business practices you use every day." - Chantel Ridley, Cutter Aviation

Certified CSR Program: $325/NATA Members; $450/Non-Members

The Popular NATA Certified CSR Program Returns!

The previously sold-out NATA Certified CSR Program will teach attendees valuable knowledge and customer service skills in order to set the tone for successful customer services experiences. They will learn how to deal with disgruntled customers and turn a marginal customer transaction into a fulfilled client transformation.

Session Topics will include:
  • Building long-term profitable customer relationships.
  • Setting service standards & bringing them to life.
  • Making a good first impression.
  • Teamwork and leadership skills
  • Fuel and service invoicing.
  • Up-selling fuel and other services.
  • Conflict resolution.
  • Anticipating customer needs.
  • Customer service dos and don'ts.
  • Measuring your organization's customer service effectiveness.
  • Cultural awareness.
Who should attend:
  • FBO Customer Service Representatives (CSRs)
  • Aircraft Greeters and Facilitators
  • Concierge Personnel
  • Schedulers and Dispatchers
  • Managers and Supervisors
  • Anyone involved in delivering a great customer service experience
Have questions, please contact NATA at or (202) 774-1532.
**If you are unable to login, please use this registration form.**

The seminar will be hosted at the Hyatt Regency O'Hare, you can make your hotel reservations there using the above button.

Certified CSR Program Sponsors


Cancellation Policy:
Registration fee is refundable two weeks out less a $50 processing fee; however, substitutions are permitted at anytime or a change to a different seminar within the same year is acceptable. No registration fees are refunded within two weeks of the training.