Richard Branson Reveals His Customer Service Secrets | Forbes

[@charlie79811]

#1: Be visible #2: Express a passionate commitment #3: Your employees are your greatest asset #4: Hire for attitude #5: Empower your employees #6: Social media with a genuine voice #7: Have fun

[@Jack-dn4ot]

BRUH THANK YOU. 4 years later and you have helped me. i hope life brings you love and joy :) bless you

[@billieessence9557]

This just gave me the answers to a test. Thanks

[@stefanmichaelsenzegarra5688]

My dude I wanna believe you but this weights 5% of the course so imma check again

[@kaiiiw]

@@billieessence9557lol same

[@tingvistalimbaga3007]

Thank you for featuring The Richard Branson.

[@ethosflux]

Branson does a great job of selling his brand with his personality. It's hard to dislike this guy.

[@NJelBoi]

Trained, Empowered & Happy Employees = Happy & Loyal Customers

[@germanshepherd8187]

SIMPLY WOW! NO WONDER THEY ARE THE BEST WHEN IT COMES TO SUPERIOR CUSTOMER SERVICE. COURTESY THE VISIONARY ! SIR RICHARD AND HIS TEAM.

[@TanMay86]

Thank you for sharing. Customer service is the key for giving positive experiences for customers, which will generates & multiply income for the company.

[@JohnJBloomfield]

Interesting then that in the UK Virgin TV/Broadband/Phone and the Virgin Gym chain all have terrible customer service reputations

[@taxberrymochi]

Richard Branson is great.

[@sferrell1000]

To be empowered to do your job. That is the mark of a great company. I have been in customer service for over thirty years. A bad company will not let me take care of an issue because it goes against policy, or the way we do things here. They would rather keep the rules, than keep a customer.

[@doittrini]

Richard gets it. The customer experience is everything!!! Join our free customer service club

[@TheEkhil]

Valuable information. Thank you!

[@johnmcveigh9153]

Just watched the video..very impressive, However from my personal experience, Emirates Airways offers the consumer a far far superior customer service experience.

[@Acroniscopi]

awesome positive energy radiates outta virgin.

[@kok5581]

This is the man Sir Richard Brandson

[@optionsupdate]

thanks hope you are better now.

[@ianchee1230]

Richard Branson was very famous. He is very lucky it is because he have taken the Air Asia X flight to KL already last time. His English level is very high.

[@dominichardy1845]

I start today out of the warehouse finally ✊👊💪

[@DerekOng_6]

Greatest opening, we share the same concepts.

[@AnhTuPhucDerrickHoangCanada]

Excellent, thanks.

[@KatrinaTurnbow]

I am very fortunate to work for a company now that believes and employs all of these things. In turn I am becoming the person I envisioned I would one day be!

[@royalservicesinc.1346]

I have honestly never flown on Virgin Airlines but I am very familiar with the Domestic US Airlines. For me, it's a combination of the quality of the people and the quality of the product that define my experience. Everyone knows that Southwest Airlines go above and beyond to hire and train the most entertaining, and kind flight attendants, but this doesn't cut it when you are cramped for three hours with the person behind you constantly jabbing their knees into your spinal cord. In a situation such as this I would much rather have comfort with legroom, over great staff. What do other people think?

[@howardkoor2796]

Richard is a wild man !!

[@linxiao9260]

Honestly, I had the worst travel experience with Virgin airline years ago. And A couple of months ago, a terrible hailstorm affected the Sydney flights, they've received a lot of complaints from customers due to how they dealt with the situation on Yahoo news. When I saw the comments, which was exactly what happened to me when I flew from Sydney to Perth years ago. Very poor customer service and problems solving management.

[@JuanHarvardGabriel]

This totally change the way I see My Company!

[@LeonDeLaGhetto]

this video helped a lot loved it

[@TheMandinotan]

Such a busy man. Got to walk during the interview.

[@tenderlawnuk8931]

This is my honest opinion of Virgin as a brand. I used Virgin Atlantic for a flight from London Gatwick to Cancun this year. The outbound flight was poor, The cabin crew were miserable and didnt seem to want to be there. I used my attendant button 3 times on the flight and gave up after waiting 10 mins on each 3 times I had waited. The flight back was better however I did sleep most of the way back to the UK. Our office uses Virgin Internet and to be honest this is not always that great and there appears to be a lot of down time. To summarise: I doubt I would ever use Virgins flight services ever again after the appalling service received from Virgin and if I could get Virgin broadband at my home ( which I cannot) I doubt i would rush to get their service. So Sir Branson you have my thoughts on your customer service!

[@Kiwinnit]

Very good video, the part about the intangible service which competitors can't replicate compared to the good or service is very interesting!

[@someday3873]

It helps to hire attractive flight attendants and ticket counter workers.

[@LongviewGarage]

Awesome video, I will use these to better my screen printing business.

[@Iamlegend91]

By focusing on your goals and on solving problems rather than being overwhelmed with anxiety and self-defeating thoughts.

[@MaximusJohal]

What customer service? I've been with Virgin Media for years and they are terrible!

[@shreyasmukunda2927]

the bread and butter of an Englishman is merchanthood....

[@beautifulinsights9247]

Virgin is quintessential for excellent customer service

[@stevensteven377]

That was not my experience when I flew SF to Honolulu back to LAX. Both flights were late, staff not friendly, shocking budget terminal at SF. No early check in staff available at Honolulu airport. No complimentary drinks offered, not even water. On our American holiday we flew, American, United, Delta and they were all in time and better than Virgin.

[@GimpyProject]

it also helps to have good looking employees

[@mbarnwellservices7952]

You don't have Virgin Media in the US do you? Those lessons haven't been taught there.

[@Tforce382]

M Barnwell Services Branson don't own virgin media

[@yilmazkarauc8167]

It might be funny to work in a costumer-led company with a smily CEO like Richard.

[@lookwidercom]

Virgin always was an example of good customer service..

[@Edsdrafts]

surprisingly more than half of the market ignores this "secret"

[@optionsupdate]

thanks, got any links?

[@rob5944]

Their mood lighting always makes me see red :)

[@optionsupdate]

Rohit Pagare thanks very much

[@nome1149]

I don't like surprises.

[@DerekOng_6]

Wouldn't corporations love holidaying with their employees and jetting to holidays with their own jets...!!...:)

[@inasingtr]

Obviously some of the other airlines didn't get it..!!!

[@EricDBruce]

"virgin attitude"

[@gudmundurrafngeirdalbragas1513]

The Like button (thumbs up button) showed just the number 1 and when I pushed on it, it responded by a blue color plus a message at the bottom made an announcement that I had put this video amongst my liked videos, yet the number did not increase to 2. Malfunction?

[@Iamlegend91]

Make sure you put the dots (.) back where they belong.

[@_moore]

Just the title of this makes me laugh. Virgin Media in the UK has one of the most notoriously bad customer services. Very unlike anything else under Branson's name, I admit. I wonder if he even knows how bad it is?

[@jamesstevens656]

LA to LV 40 mins!

[@MrWizardofozzz]

Customer service secrets..?? Is the secret never to answer the phone..?? on the phone for hours for two days, finally decided to get a different sim provider.. Hooked up in 20 min.. Virgin has too many customers and not enough staff..

[@optionsupdate]

how do u become a positive thinking person?

[@5mOk3W3ED]

Secret #1: Hire hot females

[@gregorysteve326]

That's the secret to everything.

[@limsiewtee1283]

5M0K3 420 The y

[@susanrose747]

In 2017, it caught up to you.

[@jjj5647]

When Virgin took over Telewest I phoned Customer Services over 50 times and emailed them the same to say I wanted to leave. The customer services would NOT answer any phone calls and the emails were ignored ... every one of them. I would say the bull shit on this video aint worth listening to.

[@atom286]

Rynair has poor customer service yet does well because its cheap. Please take the video with a pinch of salt as companies all have different ways of differentiating themselves. Sometimes customer service works, sometimes low costs do, sometimes high quality does, etc, etc.

[@royalservicesinc.1346]

+richard black The issue with Ryanair is all of the add ons and cancellations leading to inconvenience for everyone involved. Ultimately the price-quality continuum comes into play and you get what you pay for.

[@atom286]

+Royal Services, Inc. For a lot of customers price is more important than quality.

[@royalservicesinc.1346]

+richard black 100% agree. Some of the items that they feature in videos like this are only available to those in business or first class, and for most people, there is no way that these tickets fit within their budget.

[@atom286]

For those customers wanting quality then sure Virgin is a good choice for them. For those wanting price it isn't the right firm for them to use.

[@lutky612]

Ryanair is innovative, they kind of want to promote themselves with the cheapest tickets in the history of the air traffic world, they want to make flying so cheap so everyone could fly. And it works. The better customer service will come in the next 10-20 years.

[@phily8020]

Virgin customer service is abismal sorry to say

[@RudiPurwana-7]

Cause im candidta employes virgin for limit contrac 1 week i just follow marketing virgin gtoup standart prosdure....

[@fernandoromerogomez9704]

Paramio apruebanos porfa

[@vince7735]

Does he have any *male* employees?

[@rob5944]

Wonder how true all this baloney rings now.......

[@sachmotee]

being flanked by half naked women though ... thats distasteful. Its not 1976!

[@CBfrmcardiff]

Sach Motee Well it's the opening of a route to Las Vegas, so it makes sense. And, also, the women featured in all of that publicity aren't models, but rather air hostesses and other employees. If none are old or really ugly. it's also the case that none are that exceptionally beautiful either - they are normal women who have made the effort to dress up and apply a "glamorous" style of make-up. In a way, that's less problematic than some rival airlines whose adverts always show incredibly beautiful smiling women, presumably models, in their polite but sexy uniforms, smiling ecstatically at the customer.

[@bighands69]

+Sach Motee Distasteful? Somebody robbing some one or committing act of lewd behavior is distasteful. Beautiful women are not that.

[@sachmotee]

Why women exclusively then?

[@DerekOng_6]

Greatest opening, we share the same concepts.