Working closely with Virgin Atlantic, we developed and delivered ‘T3 Futures’; a coordinated training programme, designed to encourage a whole new way of working. The main focus was on equipping staff with the skills, confidence and mind-set to work in the new self-service environment. We also designed special ‘Leading T3 Futures’ events for managers, focused on leading, coaching and supporting the new customer experience in the face of all possible challenges.
The practical issues were enormous. T3 was still being built while the training programme was being designed and implemented, and the new service processes were continually evolving.
With the eyes of the world focused on developments at T3, there was no margin for error. All staff needed to work more efficiently, and deliver an individual and personalised customer experience.
The events were delivered by Brand Biology’s behavioural change consultants and professional actors, working in conjunction with Virgin Atlantic’s own licensed trainers.