Published on : Sunday, January 26, 2014
Frontline rail workers including drivers, ticket examiners, hospitality, and station staff will take part in the WorldHost course, which has been specially tailored to meet the challenges they will face when hundreds of thousands of visitors flock to Glasgow and Gleneagles in July and September respectively.
ScotRail said it is aiming to equip its staff with even better skills to help them offer a world-class welcome. In particular, they will be briefed on:
Interesting information about local attractions and landmarks near their individual stations
The events and sports stars expected to attract visitors to their locations or routes
How excellent customer service can lead to wonderful memories of Scotland.
The six-figure contract to deliver the course was won by Dumfries-based training provider, Minerva People, in partnership with the People 1st Training Company.
The People 1st Training Company holds the UK licence for the WorldHost training programme – which was used successfully for 100,000 volunteers and staff at the London 2012 Olympic Games and Paralympics.
ScotRail is also aiming to become Scotland’s first public transport company to achieve WorldHost Recognised Business status – a nationally-recognised benchmark of customer service excellence, supported by Visit Scotland.
Steve Montgomery, ScotRail’s managing director, said: “Our people are often the first point of contact for people visiting Scottish destinations, and the welcome they offer can have a major impact on the tourism experience as a whole.
“With the spotlight well and truly on Scotland this summer, we want to showcase our business, and the nation, in the best possible way.”
Christie Scott, who works in the booking office at Balloch station, is one of the first employees to complete the training. She said: “I’ve really enjoyed the training. It’s taught me to be more confident when dealing with customers and to pro-actively consider visitors’ needs, which I know will be especially important this summer.”
Tricia Hunter, managing director of Minerva People, said: “As a Scottish business, we know there is a real buzz about the opportunities that hosting the Commonwealth Games and Ryder Cup will bring to the nation. Our trainers are committed to delivering a lasting legacy to Scottish tourism – and we are thrilled that First ScotRail has chosen to work with us.”
Sharon Glancy, managing director of the People 1st Training Company, said: “London 2012 proved that the right customer service training can have a major impact on visitors’ perceptions of a nation. It’s great to see ScotRail is delivering a similar boost for Scotland.”
ScotRail, which runs 95% of passenger services in Scotland, will announce more details about its Commonwealth Games train timetable in early 2014.
Tags: Railway News