The programme commenced with MGI training Bristol Airport's own Customer Service Team to onward train other employees in the Mindset, Language and Actions of Service™, MGI's proprietary training programme.
"All new Security Agents went through the MGI training as part of their two week induction with us. We started small because we wanted to prove the concept first. Once we were confident that this was making the difference, we rolled the programme out to all the Agents and our own frontline teams. The training has been really positively received and we started to see the benefits of this through a reduction in complaints related to staff attitude.
The Agents enjoy the training and feel that we have made an investment in their role. Alongside the MGI training, we have built a much improved facility creating the right infrastructure for our customers and the teams that work there.
Everyone has responded positively to the training. Last year, one of the Security Supervisors took the service one step further by designing a sticker to give to our very young customers. This demonstrates to us how the mindset of the Security Teams has changed from a technical and regulation driven attitude to a much more customer focused and aware team.