Birmingham Airport invests in new customer experience training

Image courtesy BHX

Delivered and designed in partnership with Ethos Farm, award-winning specialists in employee engagement and announced to coincide with National Customer Service Week, the training has taken place initially with customer-facing operational colleagues, with a further roll out to all teams. 

Working in close partnership with Ethos Farm, Birmingham Airport has developed a bespoke training programme designed to strengthen and elevate customer service across every touchpoint. The programme equips colleagues with essential skills in conflict resolution, inclusive communication, and awareness of unconscious bias, all tailored to real airport scenarios. 

Developed to be accessible and engaging for all teams, regardless of previous experience, the training combines interactive activities and practical case studies to suit a wide range of learning styles, ensuring every colleague feels confident and empowered to deliver exceptional experiences for our customers. 
 
Commenting on the new training programme, Stuart Haseley-Nejrup, Head of Customer Experience at Birmingham Airport, said: “We’re thrilled to be marking National Customer Service Week this year with the announcement of an exciting new customer experience training programme for all colleagues. Following extensive consultation with our partners at Ethos Farm, we have developed training that will equip our workforce with the essential skills required to deliver excellent customer service within a fast-moving and sometimes challenging operational environment. This investment will not only enhance our passenger’s experience but will also importantly support the professional development of our colleagues at the airport.” 
 
Sally Alington, Founder and CEO of Ethos Farm, commented: “It has been such a pleasure to collaborate with Birmingham Airport to design and roll out specialised and innovative customer experience learning to their customer-facing teams throughout the airport. This is a really proud moment for Ethos Farm, working hand in hand with Birmingham Airport who are totally committed to creative and engaging learning experiences to elevate CX. To show this level of commitment to service excellence in the midst of such extraordinary growth and the operational pressures that can bring is really incredible. We are truly excited about the continuation of this programme as we deliver to more of the airport community and create a shared appreciation for delivering exceptional customer service to all BHX customers.” 
 
To support the launch of the new workshop, Birmingham Airport’s on-site ‘Learning Hub’ has undergone a complete transformation. The refreshed space now features modern amenities including new presentation screens, contemporary seating. 
 
Purposefully redesigned with learning and collaboration in mind, the hub offers a vibrant and inclusive environment for colleagues to grow and connect. Interactive zones, including a pledge wall to reflect on key learnings and a runway-themed floor for a customer experience-inspired race challenge bring training sessions to life in a fun and memorable way.