It is no surprise that coming from one of the most successful business men in the world, Richard Branson, is an innovative new customer service screening process for new hires at
Virgin America. Unfolding like an episode of the Apprentice, potential new hires are put through a rigorous process that determines how effective they will be at servicing customers. New flight attendants and ticket agents are first screened for certain characteristics that the company deems acceptable to handling customer needs, then sends new hires to California where they take part in group activities that include a scavenger hunt where the new hires find, of all things, the mayor of San Francisco.
Virgin America then places all new hires in a four week orientation where they practice dealing with various customer complaints. The process far exceeds the training period for other airlines, and proves
Virgin America is focused on servicing the customer in a timely, and friendly manor. And if you were not sold yet,
Virgin America employees have the ability to hand out free drink tickets, free upgrades and free flights, without getting a member of the management team to write it off. It's a novel concept in a world where companies are starting to realize the impact customer service can have on return customers.
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Posted by GetHuman on Thu, 25 Feb 2010 4:06pm