Customer Experience Development Programme

Tender description

The Company has a traditionally strong focus on safety and operational issues which are crucial to service delivery. While customer satisfaction indicators, compare very positively with international benchmarks, the Company aspires for ‘customers at the heart of our business’ to be as central to the culture as safety and operations. The requirement to provide a developmental programme on Customer Experience to be delivered to all frontline, supervisors, support and management colleagues within the Train Operations function. This represents approx. 1,200 people. Programme objectives include: • Embed the corporate value of ‘customers at the heart of our business’ in the culture of the Train Operations part of the organisation; • Customers experience a shift in the way in which they are engaged with, moving from functional type interactions towards those that leave them informed, appreciated, likely to share positively about our services and looking forward to their next train trip; • Cause a sustained breakthrough in measurable customer performance indicators, to include, satisfaction scores, Net Promoter Scores, Mystery Shopper Survey results, customer acknowledgements, endorsements and a measured reduction in complaints; • Equip all participating employees, across different levels of organisation, with the mind and skill-sets required for consistent delivery of an outstanding customer experience supporting them in identifying and moving beyond hidden barriers and disempowering conversations that limit individual, team and organisation performance; • Review existing approaches to the management of customer experience delivery co-developing enhanced arrangements where necessary for improved performance; • Participant employees experience being valued, have an enriched work experience, are confident in their capacity to deliver ‘outstanding’ customer service and deepen their engagement in their roles along with achieving wider organisational objectives.