Customer service training made immersive

Founded on charisma and innovation, this major airline stood out with a customer-centered approach, framing air travel as a fun, luxurious adventure. But 40 years later, significant shifts in aviation and online customer experience prompted a need to re-energize their message and service.

The airline turned to NKD, ITA Group’s UK-based subsidiary. Brand leadership knew a creative approach to learning and development would meaningfully impact their front-line staff and customers. The challenge was to launch an innovative program that addressed customer feedback, rolled out new brand values and improved employee engagement.

Inspiring behavior change in tenured agents

Many of the airline’s agents had been in customer service for over 20 years, but the new skills-based learning initiative needed to embed new behaviors. Our discovery phase found that when employees felt recognized and involved, they felt better about their work. In short: employee engagement influences the customer experience quality.

Bridging digital expectations and personal interactions

With the brand’s internal team, we developed a science-themed learning and development program. Messaging introduced strategies on strengthening “human chemistry” between agents and customers.

A blend of digital delivery and live experiments helped agents understand their role in bringing organizational values to life. The multichannel approach even mimicked the customer journey from online booking to their arrival at the gate.

• Videos: “Scientist Red” was introduced in videos as a fictional character at the center of a storyline about uncovering the formula for human connection.
• Messaging: Creative content tailored new brand values to different roles and functions.
• Training: In-person training at a “human science lab” helped agents and contact center staff connect mindset and behaviors to provide seamless human service interactions in a digital world.
• Custom tools: Custom “lab kits” included behavioral tools participants could take back to work.
• Manager coaching: Extra coaching for managers helped them integrate learnings with their teams.

Reinforcing training for lasting impact

To encourage program adoption, the brand went beyond a toolkit and training basics. Three months after rollout, we sent behavior coaches dressed as scientists to the team’s workplace. The client used this surprise-and-delight strategy to see what behaviors were taking off and where staff still needed guidance. The unannounced visit reminded team members of their lab experience and connected concepts to their day-to-day work. 

• Staff coaching
• In-the-moment, on-demand coaching helped staff see the results of their learnings right away. 
• Recognitions
• Customers were encouraged to recognize great service as they journeyed through the airport, which deepened engagement and generated success stories for internal communications. 
• Rewards
• Teams earned rewards based on positive feedback.