To Serve You Better

Gatwick Express recently received the Customer Service Innovation of the Year award at a railway industry awards ceremony. This article describes how Gatwick Express earned this honor. Gatwick Express has developed structures and systems to closely monitor its staff and to develop their skills, particular in terms of achieving high levels of customer service. A training program has been designed to assist all frontline customer service employees in identifying different types of customers so that they can deliver customer service that meets the passenger's individual needs. The program uses drama and theatrical elements to maintain the trainees' interest and attention. As a result of these efforts, a recent customer survey showed that Gatwick Express received a score of 94% in terms of overall customer satisfaction.

• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/oclc/49957551
• Authors:
  • Conroy, Andrew
• Publication Date: 2006-8

Language

• English

Media Info

• Media Type: Print
• Features: Photos;
• Pagination: pp 28-29
• Serial:
  • Rail Professional
  • Issue Number: 113
  • Publisher: Cambridge Publishers Limited
  • ISSN: 1476-2196
  • Serial URL: http://www.cpl.biz/ourwork/general/rp.htm

Subject/Index Terms

• TRT Terms: Awards; Case studies; Customer satisfaction; Customer service; Employee relations; Passenger trains; Training
• Identifier Terms: Gatwick Express
• Geographic Terms: United Kingdom
• Subject Areas: Administration and Management; Education and Training; Operations and Traffic Management; Passenger Transportation; Railroads;

Filing Info

• Accession Number: 01033437
• Record Type: Publication
• Files: TRIS
• Created Date: Sep 29 2006 10:37AM