Professional Development People | MTR Crossrail
15758
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MTR Crossrail

MTR Staff
Category
Business, Private Sector, Training
Tags
Culture change, Customer Engagement, Customer Service Excellence, Employee Induction
About This Project

MTR Crossrail seek to provide operational excellence and the highest possible level of customer service for London. They will deliver train and passenger services including:
Excellence in customer service through 40 Crossrail stations
Providing approximately 700 timetabled services per day
A peak timetable frequency of 24 trains per hour
An estimated 200 million annual passengers will use Crossrail
Totalling an estimated 11.4 million train service km per year

 

What they needed

 

The MTR Crossrail is completely committed to excellence in customer service and wanted this to become a reality with a large co-hort of new staff. The culture of customer first is crucial to MTR crossrail, most people will only come across their station staff, so their skills need to be world class. They needed similarly minded training specialists to help embed this culture.

 

What we did

 

As part of their staff induction process we helped deliver high impact, engaging, motivating and challenging sessions for new staff joining the business. Ensuring everyone puts the customer at the heart of the business.

 

What they said

 

“We really enjoyed working with PDP, as did the delegates, their customer focus is similar to ours. Look forward to doing more with you in 2016” DL L&D Manager

 

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