Global Roll out of a Bespoke Experiential Activity
Published
13 March 2015
Written by
Jamie Thompson
Head Facilitator and Managing Director at MTa Learning
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
MTa’s solution
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).
Written by
Jamie Thompson
Head Facilitator and Managing Director at MTa Learning
Jamie is passionate about inspiring and developing people through experiential learning. With an engaging, empowering and creative approach, he's trained over 1,000 facilitators and trainers from 37 countries through the MTa Masterclass. The creative activities developed by MTa Learning are now used in over 100 countries by thousands of the world's leading organisations including as Emirates Airlines, Amazon, Nissan, and Verizon USA. Jamie pairs his passion and experience with an impressive corporate and academic background, having started out at Deloitte before joining MTa, and now serving as a Leader in Residence and Guest Lecturer at Leeds University Business School.
