In an increasingly competitive marketplace where service performance is paramount, Qantas Ground Operations set the course for the Service Culture transformation journey in October 2011. Research had shown customer perception of the airport experience was behind other parts of their Qantas journey. Additionally, a survey of airport employees found that while most enjoyed their job and were proud to work in Qantas Airports, a significant portion of the workforce was disengaged. The Qantas team recognised that Melbourne Playback could help them improve their ground staff engagement and by doing so their customer satisfaction. Melbourne Playback consulted a core team of Qantas ground staff across all levels to design these very specific ‘Service Culture’ training days. Melbourne

Join for free to read