Power Train may be new to you but you will have heard of our clients.Here are some of the results we've achieved for them, showing how we've helped improve their customer experience and leadership potential. Click on the logos for case studies or a mini synopsis.
The Virgin Atlantic brand is synonymous with consistently high quality customer service delivery. So, when Virgin made their plans for the new Terminal 3 (T3) facility at Heathrow, London, they listened to what customers were saying and responded accordingly. While customers wanted to get through check-in as quickly and efficiently as possible, they didn’t want to sacrifice any of the warmth or the quality of service they’d come to expect from Virgin Atlantic, irrespective of whether they were travelling Economy or Upper Class.
Power Train developed a new training programme that not only matched Virgin Atlantic customers' expectations, but also embodied their brand and met their new service ambitions.
It was a huge challenge. Four months in which to design, develop and deliver a brand new customer experience and leadership programme for front line staff and managers.
The practical issues were enormous. Power Train and Virgin Atlantic had never worked together before; T3 was still being built while the training was being designed and implemented, and the new service processes were continually evolving. Added to that, approximately 600 members of staff had to be trained prior to launch. With the eyes of the world focused on developments at T3, there was no margin for error.
‘T3 Futures’ was off the ground inside two months, and successfully rolled out to staff within another two.
Power Train worked with Virgin Atlantic to design and deliver 'T3 Futures' and with it, a whole new way of working. The main focus was on equipping staff with the skills (and confidence) to work in the new self-service environment – dedicated to hosting customers rather than receiving them.
All staff needed to work more efficiently and to deliver individual and personalised customer service. The Customer Experience events recreated the new environment using Total Reality sets to showcase 'real life' customer interaction. Events were delivered by a combination of Power Train Training and Actor Consultants with Virgin Atlantic licensed 'Powertrainers'. Managers’ events really focused on leading and coaching the new customer experience to ensure sustainability.
So how did Virgin Atlantic staff adjust to the new ways of working? And what did the customers think? After all, they'd inspired the new initiatives...
Virgin Atlantic wanted their customers to see the results of 'T3 Futures' from day one. Sure enough, improvements were immediate. David Colgate – Consultant, Organisation and People Development, Virgin Atlantic said "Straightaway we saw an uplift in customer satisfaction and all time highs were achieved in passenger ratings across all levels."
All targets were met - and in many cases exceeded. Internal feedback shows that team members found it a positive, enjoyable experience. Relevant too: staff are united in feeling well equipped to deliver and exceed on the T3 service ambition.
'T3 Futures' continues to form part of Virgin Atlantic's induction – and is now being rolled out to Virgin Atlantic management teams worldwide.