Physical Chemistry at Virgin Atlantic

Virgin Atlantic wanted to increase the level of personal ownership and accountability across teams for the passenger experience. This meant designing and delivering an experiential customer service programme which highlighted the importance in creating chemistry with customers, helped teams step into the customers shoes, and built understanding about the science of human behaviour and team performance. Facilitated over 8 sessions in a unique London 5* hotel location (Nobu), the experience positively impacted 95 managers, senior agents, and 'red coats'.