Train company’s award signals better customer service and safety

Citation

(2013), "Train company’s award signals better customer service and safety", Industrial and Commercial Training, Vol. 45 No. 3. https://doi.org/10.1108/ict.2013.03745caa.001

Train company’s award signals better customer service and safety

Article Type: Notes and news From: Industrial and Commercial Training, Volume 45, Issue 3

The in-house learning and development team at UK train operator First TransPennine Express (FTPE) was made team of the year at the Customer Service Training awards.

The FTPE team beat competition from four other finalists to scoop the national prize.

Run by the Customer Service Training Network (CSTN), the awards recognize best practice in customer service, leading-edge training techniques and service excellence.

Since the beginning of the FTPE franchise in 2004, the business has invested more than £5 million in training and delivered upwards of 23,000 training days to a workforce of just over 1,000.

The team of three both devises and delivers in-house training on a range of topics, from safety to customer service.

Pat Brook, learning and development manager, said: “We have a very small team but the business is highly committed to ensuring all colleagues are developed to the highest standard.”

“We strongly believe in using the skills and resources in the business. To that end, we regularly conduct focus groups with different areas of the business to incorporate the expertise in FTPE.”

The team was recognized for its bespoke Doing the Right Thing course, which marries the need for ensuring safety and security with a focus on delivering great customer service.

Doing the Right Thing was designed, developed and delivered in-house, meaning the needs of the business and its customers were satisfied in a cost-effective manner.

Every member of the FTPE team attended the course, including directors and third-party suppliers such as catering and station-maintenance teams.

The course has been running for 18 months. In that period a 26 percent drop in negative correspondence from passengers classed as most at risk has been achieved and the National Passenger Survey results for the helpfulness and attitude of staff has risen to 82 percent.

Nick Donovan, FTPE managing director, commented: “Learning and development have always been a key part of the FTPE business. Up-skilling our staff to deliver great service every day is fundamental. I know we have the right team to do just that. It is both responsive to business needs and innovative in terms of the training solutions it provides.”

“Putting together and implementing Doing the Right Thing is another clear example of the passion and commitment to our staff and ultimately our customers. It was a difficult challenge merging customer-service training with safety messages but I am convinced that the program is having lasting effects for all.”

Judges from CSTN praised the team and the course for their innovation and their ability to make each employee responsible and accountable to the customer. They commented that buy-in from the top and the collaborative approach were the keys to success.