Bringing to life a major customer service initiative, this film highlights the subtle difference between good and excellent customer service. Encouraging colleagues to indulge in a degree of self-reflection making them realise the key role each person needs to play in delivering British Airways’ brand motto To Fly, To Serve.
The audience are all BA front-line, global staff – cabin crew, ground crew, pilots, contact centre team members and front-line management. To lend a real sense of authenticity all the main characters are real BA colleagues who work in these areas, not actors. The film will form part of a series of global cascade sessions to all groups of customer facing colleagues during the early part of 2014.
MEASURES OF IMPACT AND EFFECTIVENESS
The film will be launched globally in January 2014, having seen the film, every BA employee should be left feeling motivated and encouraged to want to improve their own personal level of customer service. Effectiveness will be measured through a marked increase in positive feedback via BA’s customer feedback forms.