Opportunity Gatwick Airport required an experienced and creative consultancy and training partner to equip 2,000 frontline managers and staff with the skills to deliver an excellent service experience for passengers without compromising the importance of security.
Approach Our team conducted extensive research amongst staff and management. This ensured that the training was clearly focused on their specific requirements and delivered early and tangible results for the business. The training took place over a one-year period with the aim of breaking down the silos in the business, to build a genuine ‘esprit de corps’ under the new owners, and to share best practice.
Impact Such was the success of the training that the programme contributed to a 70% reduction in complaints, a doubling of positive customer feedback within 12 months, and positive media coverage of the transformation in customer service at Gatwick
MSB's impact recognised by the public and in the Evening Standard after Gatwick Airport security staff training
"Complaints about security queues have fallen by 70 per cent and positive feedback from passengers has doubled. The airport has also hit its targets for the time it takes to clear security — a wait of five minutes or less for 95 per cent of passengers — every month for a year."
"There has been a material improvement not just in terms of waiting time but also it's just a much more pleasant experience."
Read the full article on the Evening Standard website