News: Customer Service/Care
Customer service training: Rail firms to face unhappiness fines
18 June 2009
Customer service training in rail firms has been highlighted by an unhappiness fine being implemented in Lancashire, a source reveals.
The West Coast Main Line will roll out the new system and introduce penalties for uninformative staff and poor cleanliness, the Lancashire Evening Post reports.
If watchdogs do not receive consistent feedback from consumers highlighting improvements in these areas the operator could be liable to pay up to £500,000 a year, emphasising the value of customer service training.
Transport secretary Lord Adonis says that the scheme will be implanted across the network as existing franchises come to an end.
He tells the news provider: "We want passengers themselves to have a direct say in whether the rail services are good enough."
Editor of Call Centre Focus Claudia Hathaway recently told the Mirror that customer service training can be the key differentiator between rival firms offering the same product, as price constraints mean companies are turning to other factors to make them stand out.
GA Training provides customer service training as one day public courses or tailored in-house course solutions totally relevant to your individual circumstances. Whether you are in the public or private sectors we will find the right course solution for you. We work regularly with all organisations from blue-chip private sector to local authorities.
