Resolving Aircraft on Ground (AOG) events demands speed, precision, and collaboration to minimize disruptions and ensure safety. Key strategies include clear protocols for common issues, such as engine start failures, ensuring quick and consistent resolutions. Active listening enables accurate problem diagnosis, while real-time tools like Aircraft Health Management (AHM) systems enhance efficiency by pinpointing faults remotely. Continuous training equips teams to handle complex scenarios, while prioritization and escalation ensure critical cases are addressed first. Collaboration with maintenance crews and suppliers speeds up solutions, and post-event reviews drive process improvement. These approaches keep operations running smoothly.

To balance quality support and quick issue resolution, focus on these key strategies: 1. Stay Organised: Prioritise tasks with by urgency without compromising quality. Use support tool to keep a track of on going cases. 2. Use Templates & Knowledge Bases: Ready-made solutions help you respond faster while maintaining accuracy. 3. Effective Communication: Be clear and set realistic expectations with customers. 4. Continuous Learning: Stay updated on product knowledge to resolve issues efficiently. 5. Stay Calm Under Pressure: Keep calm to avoid stress, which can affect performance. By staying organized, using resources wisely, and managing stress, you can deliver fast, high-quality support under pressure.

Com meus 25 anos de experiência em presta??o de servi?os, Service Desk e Field, trabalhar sob press?o n?o tem mais press?o. rs Uma opera??o só funcionará com informa??o, ou seja, propaguem os acordos de níveis de servi?os aos colaboradores periodicamente. Atualizem procedimentos, scripts e check-list. N?o tenham uma opera??o robotizada. Pessoas devem falar com pessoas. Já perceberam que até jornalistas est?o mais despojados e conseguem de alguma forma interagir conosco? O estilo metódico transformam pessoas em “árvores mortas”.