Delivering transformation through exceptional customer service
The national airline of Ireland, Aer Lingus aims to be the leading value carrier across the North Atlantic. Keen to maintain their status as the highest rated airline in Ireland, Aer Lingus wanted to upskill their employees, increase consistency and continue to be as competitive as possible on price and service.
The team at t-three embarked on a three stage discovery phase to understand Aer Lingus' vision, and how to help them achieve it. The process included one to one interviews with the management team, as well as interactive focus groups with live polling. They also scrutinised existing employee data and Skytrax results.
Following this, we worked closely with Aer Lingus to design a three tier 'Ascend' programme to take the already excellent airline to outstanding levels of customer satisfaction. The programme was segmented by role type with highly relevant, experiential interventions tailored specifically to each group of staff and the new, desired behaviours they should exhibit.
'Ascend' has the highest ever staff rating for service training programmes at Aer Lingus.
Following the programme, improvement in Net Promoter score represented a record high for Aer Lingus - 3x higher than that of other major airlines that they compete with. Furthermore, their operating profit increased by €36 million in 2017.
Transforming leaders and their teams.
Developing a consistent approach to management.
Consistent, high quality management on a global scale.
An international leadership development programme.
An innovative leadership programme centred around feedback.
A proven case for experiential learning - delivered virtually.
Overcoming differences in management styles and attitudes.
Provoking people to fulfil their potential.
Delivering feedback to senior leadership teams.