The RailStaff Awards 2024

Nominations for Rail Team of the Year

Carl Fisher

Said the following about MTR Retail team:

““MTR Crossrail delivers an exceptional level of customer service, utilising the knowledge of its employees to enhance the customer experience”. The Retail Team has taken this to a new level, delivering a training plan to support over 500 employees across a multitude of departments, upskilling and improving employee knowledge and face to face customer interaction.

In the last 12 months MTR Retail team have implemented a new fleet of TVMs, working closely with customers to ensure enhancements to these devices meet customer demand.

The Retail Team have achieved fantastic results in the last 12 months both internally and externally, building relationships with our fellow TOC’s, working with them to improve our customers experience at major interchange stations. Best practices shared has seen these relationship develop and provide a seamless customer experience when changing from one TOC to another.

The dedication from the team has been very clear for all to see, delivering over 1500 hrs worth of training, ensuring a fresh approach to Retailing has been adopted.

Developed 7 brand new Retail Training Courses ranging from 1 day to 5 days, covering all aspects of retailing.

• FasTis For Managers – A dedicated course for all front line management, providing them with the knowledge and skills enabling them to work closely with the team members, ensuring they have the support needed to provide excellent customer service.

• FasTis Refresher – Identifying a key business need to ensure all front line ticket office staff have the ability to refresh their knowledge.

• FasTis for New Entrants – designing a new approach to training, delivering a 4 day training course with additional 12 week working plan, this is supported by local managers at 4 weeks and a final 12 week sign off by the Retail trainer. Each employee has their own handbook to work through and feedback on.

• Retail Foundation – Delivering a course to all employees, offering an insight into the world of retail, detailing the products available and how to understand the customer’s needs.

• TVM’s Training – Both fingertip maintenance and cash management, reducing the downtime of these devices and empowering our employees to resolve fingertip maintenance issues.

• MTIS – Designed and implemented a training package to utilise a mobile solution to support PNB and mitigation for loss of other retailing systems, ensuring our customers have the ability to purchase products.

• Gateline – Redesigned and future proofed a core competency course, upskilling our teams with the latest in gateline technology.

The Retail Team is currently working closely with our counterparts to deliver a new railway infrastructure on our Western route between Paddington and Reading, to ensure we are ready to launch our new train service, offering our customers a multitude of ways to purchase products and complete their journeys.

NRPS scores have shown how our customers are appreciating the commitments MTR has delivered and how we react to feedback too enhance their experience traveling with us.

The Retail Team has become an integral cog in how MTR is growing and developing meeting industry demands. This year has been exciting and rewarding seeing the changes and development of new retailing initiatives and how they are supporting the customer needs.“