News: Performance Management
St Pancras staff receive customer service training
29 October 2007
London & Continental Railways (LCR) has undertaken a human resources initiative to make sure customer services at the newly refurbished St Pancras train station in London are up to scratch.
St Pancras is set to become London's new Eurostar rail terminal next month, meaning that thousands of businesspeople and holidaymakers heading for the continent will pass through, not to mention those travellers arriving from the continent.
Re-opening on November 14th after an £800 million restoration, the station offers the longest Champagne bar in Europe, a farmers' market and many shops.
And in order that customer service at the station will match these terrific offerings, LCR ran a series of workshops in conjunction with Echelon Learning for groups of potential recruits.
These included certain scenarios played out by actors, as well as a mock-up photograph of the station which included various hazards and irregularities.
Following this customer service training, a group of customer service officers were appointed and took part in further induction.
Alison Smith, St Pancras station manager, said: "St Pancras International, as Eurostar's new central London home, will also be a place where the heart of London meets the heart of Europe.
"With expectations justifiably high, it is vital that station users will be met and helped by service staff not only with the right knowledge but also highest level of inter-personal skills that this job demands."
