Recruitment
“Yasmin has been the project manager who has recently delivered a customer care framework for our colleagues in stations. As part of our year of service plans to create an environment for our colleagues to be at their best for service Yas worked on a project to empower colleagues to recover service in the moment.
Recovering service in the moment is a key part of customer experience and providing colleagues with a framework and guidance to turn a poor experience into a positive one is a priority in our stations. Resolving customer issues is vital and customers who have had a bad experience which was resolved well become great advocates of a service provider.
Delivering a project of this nature in Network Rail was not easy and took a lot of engagement and tenacity to get agreement on the product offering. With providing customers with a gesture of goodwill, such as a voucher for a cup of coffee, this meant sign off and approval from a number of internal and external stakeholders such as retail, finance and many more. With Yas approaching with a can-do attitude this meant we could deliver something that had never been possible before and truly helps us deliver our ambition of putting passengers first!“
“Had a cracking night at the Ricoh Arena. Best RailStaff Awards so far! Thank you”
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