Challenge: After going through major restructuring, a metropolitan railroad had labor vs. management issues, inconsistent policies and practices, and a high volume of passenger complaints.
Need:
Create a passenger friendly environment where management and frontline employees provide excellent customer service
Improve internal communication and interaction between managers and staff
Strengthen internal relationships of all employees for seamless operations
Provide coaching skills for managers to reinforce training initiative
Design an advocate program to facilitate concerns about operational issues
Process:
Ran focus groups for all levels of employees to gather background information
Scheduled on-site observation for facilitators to learn railroad operations
Delivered “Positive Passenger Relations” workshops for 1250 conductors, ticket agents, passenger service agents, and new hires
Held management overview sessions for all managers and supervisors prior to workshops
Designed Advocate program for selected conductors to follow-up with management about operational and behavioral concerns
Collected and tracked employee concerns and suggestions from each workshop
Used follow-up coaching sessions for managers and supervisors for reinforcement of customer service skills
Provided Train the trainer Leader’s Guide and workshop for internal employees to continue the customer service initiative
Results:
Complaint letters about customer service decreased, complimentary letters increased
Employees’ questions and concerns were addressed in internal newsletters
Several employee suggestions were implemented
A number of employees reported increased confidence in handling difficult customers and situations
Renewed commitment to improve inconsistent policies and practices
Management and labor continue to work on resolving differences
Get Started Now
Contact Marilyn Davidoff, the principal of MGD Enterprises, to discuss your training, coaching, or organizational development needs. Email us or call 732.952.5135. We'll get back to you within 24 hours.
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