A well-known travel brand had been guilty of transactional selling and needed to make a change. Time to focus on the customer experience – after all, travel is about making memories.
What we did:
Designed a bespoke programme which moved away from traditional customer services training to that of ‘Customer Labs’. The on-your-feet Customer Labs were interspersed with pre-recorded case studies within staff’ working environments.
What we achieved:
- An immediate lift in quality customer conversations
- Higher job satisfaction through increase capability, confidence and customer rapport
- Full engagement and ownership of personal learning experiences