Customer-driven processes and consistently high quality service were the winning ingredients for Virgin Blue’s Head of Guest Services, Martin Daley, who this week took out a prestigious Service Excellence Award from the Customer Service Institute of Australia.
The ‘Customer Service Manager of the Year’ award recognises ‘outstanding achievement in a customer service management role, and outstanding ability in managing, developing, training and motivating customer service staff’.
Richard Prowse, National Director, Customer Service Institute of Australia says, “Leadership in customer service requires a strong commitment from all staff. From the CEO driving strong customer service business strategies to staff like Martin who are committed to making customers smile.
Martin was employed from Virgin Atlantic as Head of Guest Services and it was his initiative to refer to Virgin Blue customers as Guests, and this has been implemented throughout the business and in all the literature.
He has brought fun and romance back to air travel”, Mr Prowse added.
Martin Daley was chosen as the outstanding candidate from more than 200 nominated entrants and says the award is indicative of the way the entire Virgin Blue team operates.
“We recruit well, manage well and have instigated an innovative “one in all in” team attitude that nurtures individual personalities and encourages creative ideas to flow”, he said.
Virgin Blue Chief Executive Officer, Brett Godfrey said, “We’re extremely proud of our dynamic, innovative customer service team both on the ground and in the air and it’s the little things like in-flight face painting or a friendly smile that make a big difference. We have always maintained our customer service commitment is second to none and we are exceptionally proud that Martin’s award backs up our belief.”
He continued, “We believe we are not just in the aviation game, we are in the customer service business. The majority of our staff come from a customer service background and we value that experience immensely so it’s not just about aviation experience, except of course for the pilots”, Brett Godfrey explained.
The Customer Service Award is the second Virgin Blue Award in six months, with the Reservations Team taking out the Grand Prix awards for Customer Service in May.
“You can buy great planes, the best equipment and have the best product in the sky but without the best people, you are missing the most important ingredient to a successful airline”, added Brett Godfrey.
“We may be Australia’s second airline but we are number 1 when it comes to service and as we grow bigger, we will continue to offer our low fares, brand new aircraft and award winning customer service to even more Australian’s”, he concluded.
Virgin Blue, Australia’s only true low fare airline has gone national and will be servicing every state and territory by Christmas, with its fleet of brand new Next Generation Boeing 737 aircraft.