Wotta lotta crap the story below is. It is more money spent on engineering inspections and maintenance that is needed, not more talk. Passengers are a lot more worried about bits falling off the aircraft than they are about the brightness of someone's smile. And how about having enough check-in desks open so that passengers can board without waiting in line for an hour or more? And WTF has wine appreciation got to do with any of QANTAS's problems? John Borghetti must be another typically clueless business-school graduate. It sounds to me like Qantas is headed the way of the now defunct Ansett -- a once great Australian airline that also lost its way
QANTAS is about to send 18,000 staff, from the chief executive down, back to school as part of a massive push to boost customer service standards. A high-tech $10 million training facility, which opened yesterday in Sydney, is at the centre of the strategy to propel the Qantas brand back to the top.
The move comes after a horror year for the airline where delays and maintenance problems battered its reputation with travellers, The Australian reports. Up to a third of its planes ran late and cancellations sky-rocketed as a result of an industrial row with engineers. It also comes as full-service airlines, which face a downturn in premium passengers because of the economic crisis, are being forced to compete more fiercely to fill business and first class seats.
The new Centre of Service Excellence brings all Qantas customer service training under one roof and covers areas ranging from makeup and grooming to telesales, check-in procedures and wine appreciation. Facilities include a 126-seat auditorium, four cabin-crew training pods that simulate aircraft environments and a hi-tech area where staff can send suggestions to management using interactive screens. It also features "customer experience zones", demonstrating the environments that passengers in various classes, and on various arms of Qantas, experience in the course of their journey.
Qantas executive general manager John Borghetti, who will be the first top executive to undergo training, said one of the main changes Qantas passengers could expect as a result of the new centre was more consistency in the airline's customer service. He said customer service would be a big differentiator for airlines competing for high-end customers in difficult times.
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