Participants:

The main participants are CSAs (customer service agents) but will also include managers and supervisors i.e. Station Managers, Shift Station Managers, Shift Station Supervisors from London Bridge and Waterloo stations as well as other front-line team members e.g. despatch; cleaning teams etc.

Overall Objectives:

To enable participants to:

• Understand why service is important and relevant to them in their role
• Know what service looks like n stations
• Learn how to deliver the desired service

Desired Outcomes for participants:

Participants will:

• They will know what the service standards are and why the service standards are needed, how they were created and how they will benefit them and their teams.
• They will feel these standards are relevant and beneficial to them and their passengers.
• They will feel confident they know how to deliver these.
• They will feel they have support from managers and supervisors.
• They will demonstrate the service standards confidently and consistently.