POD Section 5
16
Delivering Customer Services
The successful delivery of customer service amounts to meeting customers ' expectations ad exceeding them . You will need a broad understanding of the constituent parts of delivering a service to a passenger or freight end-user including how customer service and business success are linked . You will need to know about the methods used by commercial organisations to allow them to formulate models of best practice of customer service . Knowledge in this category is industry-wide and not restricted to one organisation .
How good is your knowledge ?
Complete this self-assessment to see how well you know this subject area and what you can do to improve your knowledge and experience .
Essential Knowledge & Experience Elements
How your work personally affects customer delivery ( it will and does )
Aspects of customer service – key areas of rail customer services , journey purpose , internal customer / supplier relationships
Customer communications at all stages of the journey and during disruption Customer types and needs e . g . accessibility / mobility Auditing , customer surveys and mystery shopper surveys
Company policies e . g . connections , station manager & staff development policy , assisted travel
Company ’ s measurement criteria , improvement opportunities and programmes Revenue protection
On-train passenger requirements ; safety , information , catering , staffed and Driver Only Operation ( DOO )
Feedback , complaints , conflict avoidance and conflict management How stations link into command and control structure Total points
0 None
1 Basic
2 Moderate
3 Good
Add up your score using one point for Basic , two for Moderate and three for Good . Use your combined score to see suggested activities on the opposite page .
Chartered Institution of Railway Operators