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Suggested activities to reduce your knowledge gap in section 5
Basic Understanding : 0-10
Review your company ’ s policies and procedures relating to customer service delivery and identify areas of best practice . Determine the constituent parts of delivering a service to a customer within your organisation and consider how within your organisation customer service and business success are linked .
Moderate Understanding : 11-20
Identify the internal customers and suppliers within your organisation . Consider how you can improve your internal customer service delivery . Establish areas where your internal supplier changes can be made that will enhance your customer service delivery . Categorise the types of end users customers that your organisation serves and establish their needs . Review the elements of customer service provided by your organisation and compare this against the customer needs and identify any gaps in customer service . Familiarise yourself with the on-train passenger services provided by a TOC of your choice . Evaluate the services provided , including : safety , information , catering , staffed and Driver Only Operation ( DOO ). Determine the methods of communication operated by your company to ensure that your customers are kept informed at all stages of their journey . Establish the additional measures taken by your company to keep customers informed during times of disruption .
Good Understanding : 21-33
Establish the systems your company utilises for customer service measurement criteria – these may include auditing , customer surveys and mystery shopper surveys . Review your company ’ s current customer service performance levels . Assess the main causes of poor customer service performance and identify actions that could be taken to improve this . Review your company ’ s customer complaints policies and procedures and any customer complaint records . Try to get a place on your company ’ s in-house conflict training programme . Familiarise yourself with your company ’ s procedures and policies for ensuring that ticket irregularities are managed in a structured and consistent way . Get direct customer facing experience e . g . organise a visit to a major station .
More ways CIRO can help you
IRO Operators ' Handbook :
Read about Delivering Customer Services ( Chapter 5 ) in the IRO Operators ’ Handbook . See page 5 for details .
Courses :
» Operators ’ Handbook Delivering Customer Services online course
» Delivering Customer Services taught short course
See page 6 for details
CIRO TV :
» Ticketless travel : winning the game
» Defining culture to deliver for customers
» Transforming the customer experience
Access CIRO TV in your members ’ portal
Upgrading your membership :
Section 5 can be used to upgrade your membership to Associate , Member and Fellow levels .
www . ciro . org
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