9 • Scramble! Take action for service improvement

To improve customer service performance, you’ll need to take action. So what can you learn from the story of Battle of Britain pilot, Wing Commander Jack Rose, that’ll help you improve customer service in the workplace?

In this episode, we’re going to start looking at lessons learned - and why good preparation and taking swift action are such critical steps in improving your performance.

PODCAST • 9 minute listen

In this podcast episode

You might not think that there’s a lot in common between customer service experience in the 21st century and the situation faced by Royal Air Force fighter pilots the Battle of Britain in 1940.

Just like in today’s customer service call centres, when the phone rang, people scrambled into action. There were much bigger things at stake than a Net Promoter Score at the height of the Battle of Britain, so taking prompt action really mattered.

“Angels One Five” is a classic film dramatisation of this slice of history, but in this episode, you'll hear the critical importance of learning lessons and taking action, taken from the real story of Battle of Britain pilot, Wing Commander Jack Rose, who flew his Hawker Hurricane into action in the summer of 1940 and throughout the war.

You'll hear how Jack made a decision that was to save his life, and learn important lessons from his story that'll help you make a difference in the way you approach improving your own service performance.

We can learn a lot from other people's experiences. Jack's story is the start of our series on lessons learned, with practical hints and tips in return for fewer than nine minutes of your day.


If you don't take action to change something, nothing will change. Service doesn't just get better on its own.

Dr. Jason Price

Lessons to learn

Key points you can take away from the story of Wing Commander Rose about lessons learned are:

  • Understand what's happening in your operational situation to improve things for the future
  • Innovate with practical changes that address problems you've identifed, or good practice examples
  • Implement changes, if you want to see any results happen.
  • Always carry a handkerchief. You never know when it'll come in handy!

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