Gulf Air Training Consultancy
On the back of our industry accredited training, we worked with the airline to provide revolutionary customer service training for their team in Bahrain.
What were they looking for?
Following the relocation of their main call centre from Oman to Bahrain, the airline had recruited a completely new workforce for their international call centre, reservations and ticketing department. Great customer service is a key differentiator in the industry and as the first point of contact for customers calling the airline, training the sales team was a priority. The airline wanted a revolutionary training course that would provide teams with the soft skills required to make that first impression count and improve the customer feedback and service currently experienced.
How did we help?
MITIE designed a bespoke customer service skills course based around the airline’s vision and values. With a new, inexperienced workforce, the experiential nature of the course helped them to visualise what exceptional service really is. Drawing on established front-of-house training from the Revolution Academy, the teams learnt about culture, communication, vocal impact, five-star service and international protocol throughout the course, along with sales and team working skills.
The relationship with the airline has continued to grow since the initial training programme, with additional courses being arranged when new recruits join the team. Both the airline and trainees have given the programme fantastic feedback and according to the airline, the improvement in customer service has led to increased customer satisfaction and a speedier booking process.