Travel company reaches new heights in satisfaction

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