One of our Australian launch customers in 2011 was Qantas. We started working with new cabin crew recruits in October 2011 and following the feedback and results the decision was made to roll out the customer service training programme to all cabin crew. The programme was called “We Fly People Not Planes” and later “Creating Great 2.0”.Read more
High street brand Superdrug, part of the A.S. Watson Group, wanted to make its customer service stand out. After finding 35 per cent of complaints could be resolved with better staff training and greater customer acknowledgement, they knew they could do better. The result was ‘That Superdrug Feeling’ – an employee empowerment as much as an L&D initiative, putting customers at the heart of everything.Read more
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