A leading venue and events company with 4.5 million visitors annually wanted a fun and inspiring event that captured the imagination of their employees and resulted in a charismatic but real approach to visitor experience.

Their customer satisfaction research had highlighted that although customers were reasonably happy with their experience, they rarely gave it top marks. As an organisation striving for world-class performance, and in an increasingly competitive market, they wanted to provide their customers with an exceptional experience that would keep them coming back for more.

They also wanted to develop about 70 internal Champions who would be at the forefront of this new initiative and who would be trained to subsequently roll-out the programme throughout the entire organisation.

From the beginning, it was obvious that no ordinary training programme would suffice...

The solution was a custom designed redhotactive development programme called Service Unmasked. This was purposely designed to achieve the following objectives:

To achieve the objective, Righttrack set about creating a unique and unparalleled experiential development event; one which would not only achieve all the project objectives but that would also exceed all expectations and create a culture of self-belief and enthusiasm. Service Unmasked did just that.

Based in a mock up of St Mark’s Square, Venice, complete with music, café, street performers and even a gondola, Service Unmasked centres around tourists who have come to Venice for a holiday. Each individual/group has a specific reason for being there and the only thing they have in common is that the trip is very important to them.

At the same time, the Venetian government has ordered that a ‘fly on the wall’ documentary be taken which demonstrates the experience of those visiting Venice. This centres on the level of service offered in the Café as well as the quality and attitude of the street performers and tour representatives. However amongst the visitors there is a member of the royal family, travelling incognito, as he/she has recently survived a kidnap attempt.

Whilst the groups are busy focussing on customer service and enhancing the customer experience there is another plot being played out and it soon becomes clear to all that there may be another attempt to harm or kidnap the Royal visitor.

The sub plot challenges delegates to be enthusiastic, lively and interested in their ‘visitors/guests’ when something else is going on in the background. As the sub plot unfolds slowly, the learning also links to delegates being more aware of what is happening around them.

With each person playing a different role and with props galore, this was a truly inspirational and memorable event that achieved everything the company wanted and much more. Delegates went away enthused, up-skilled and with complete buy-in to the customer experience that the company wanted to create.