Setting the Standard | Welcome Break Frontline Training Film

Engaging training film for Welcome Break launching customer service principles, using real staff, scripted concept and energetic edit nationwide rollout.

Challenge: Launch new customer service principles in a way that frontline teams actually engage with, and remember, not just “hear about.”
Approach: We developed the concept and script from scratch, then filmed with real Welcome Break team members to keep it authentic and relatable.
Impact: A high-energy launch asset that helps set consistent standards across sites and gives managers a film that supports training sessions.

Welcome Break asked us to create a highly engaging film to support the launch of new customer service principles for frontline teams. The goal wasn’t simply to explain a set of standards, it was to make them feel real, memorable, and clearly connected to the day-to-day moments that shape customer experience.

We built the film end-to-end: concept development, scripting, production and post. By using real members of the Welcome Break team on camera, we created something authentic that teams can see themselves in, helping the principles land with more impact. The result is a punchy internal launch film designed to set expectations, energise teams, and support consistent service across the network.