British Airways has recently declared to invest multi-million pound to train its staff at Heathrow. It is primarily done with the focus to empower all its employees to solve the problems of their customers at any point of time. The airline stated that the training shall prove to be helpful to enable them to assist passengers in wide areas right from ticketing, re-booking, finding delayed baggage, changing reservations to offering latest flight details.
Starting from now to next summer, the training would commence and the employees would be instructed to work across the terminal. Furthermore, each of them would be working with iPads equipped with specialist apps. Despite waiting at their desk, they are now entitled to walk across the terminal in order to reach out to the passengers.
In the coming years, this special training program would be extended to all areas of the airport staff, empowering them to provide brilliant customer satisfaction.
Klaus Goersch, Chief Operating Officer of British Airways commented, ‘The approach is surely going to help us deliver better service at Heathrow. However, it’s a simple concept and entirely depends upon trusting and empowering our staff. We are on the path of motivating our employees to treat the flyers as their own family and provide a helping hand to resolve their issues instantly. In a nutshell, it’s an extraordinary service that would differentiate us from other airlines.’