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Customer Experience & Service Excellence
Aviation
Contact-centre CSAT up around 20% as direct complaints fall to near zero
+24%
near zero
Contact-centre CSAT
Direct customer complaints
The challenge
Most of a 75-agent contact-centre and social-media team operated at an elementary writing level, making escalation handling slow, unclear and inconsistent at 67% overall proficiency.
The approach
A 10-week email-writing programme delivered 20 hours of targeted practice with escalation-specific writing, clarity frameworks, tone control and structured evaluations.
The result
Direct complaints dropped to near zero and CSAT rose around 20%, with agents handling responses more clearly and professionally.
A full-service airline
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