In each of the last three years, Qantas has committed to refresher training for all cabin crew members. Video-based training scenarios are used to bring practical and fun scenarios to life for participants. Pre-flight cabin crew briefings include practicing the use of the skills.
We have trained people all across the airline including lounges, cabin crew and ground staff in Australia and also in lounges and ground staff in London, Dubai and Los Angeles.
The programme has now been extended to Qantas Group Airline Jetstar Airways, famous for their low cost fares.
The most recent Investors’ Report confirms record levels of customer advocacy and the value of the investment in the customer service training.
The Net Promoter Score has improved by 41 points since the training started and employee engagement is at an all time high of 79%.
In working with Qantas, we have also trained their people across all the below departments:
- Freight, Catering, HR
- Commercial Planning, Sales and Reservations
- Customer Care, Qantas Direct (Call Centre)
- Frequent Flyer, Loyalty