Opportunity Warner Bros was preparing to open a new, high-profile visitor attraction – ‘The Harry Potter Walking Tour’ – and wanted to provide staff with the skills to create a magical experience for all visitors.
Approach MSB developed and delivered an inspirational customer service training programme for Warner Bros. staff. We ran creative and interactive training events for groups of between 50 and 70 staff, each session combining plenary sessions and exercises in small groups.
Impact Warner Bros built on the success of MSB’s training by implementing a broader customer service programme across the business, This was modelled on the MSB approach. All staff members subsequently attended training session on handling difficult situations, assertiveness skills and identifying visitor needs.