Operations Insight: Virgin Atlantic customer service

A few months ago I had the opportunity to visit Virgin Atlantic’s head office to film a series of interviews with their Director of Inflight Service.  This short video shows Simon Soni talking about how VA researches customer needs and how they developed their Upper Class service provision.

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This entry was posted in Chap 02 Winning Customers, Sector: Hospitality & Tourism and tagged , , . Bookmark the permalink.

One Response to Operations Insight: Virgin Atlantic customer service

  1. elias patel says:

    check out Nissan’s latest customer service innovation…eVision. They say they want to be no.1 in industry for customer service and have given mechanics video technology to email customers data sheet and accompanying video showing/explaining faults with car etc. that customer has to approve before being rectified….not seen that elsewhere, but seems obvious when you see it!!!

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