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Requirements: an experiential activity, delivered within just 3 weeks that would help Emirates Airline Customer Service Agents;
+ Understand and identify the core values of Emirates customer service
+ Understand the behaviours needed to model the Emirates brand on the telephone
1. Helped Emirates take their vision and objectives and translate them into tightly defined requirements
2. Designed a creative experiential activity that:
+ Encouraged customer contact centre agents to actively engage with the Emirates values and consequently develop their personal understanding
+ Provided a visual metaphor that reinforced the brand values
3. Developed a new method of producing experiential activities to meet Emirates requirements.
4. Provided facilitator notes and guidance to enable the activity to work ‘out of the box’.
Outcome: The activity was successfully rolled out all of Emirates customer contact centres (global distribution).