Elevate Playbook - loop

How tomake yourself more approachable Take a look!

Simply click the icons to find out what each principle means and what we do, say and look like to live each customer service principle every day.

Click the icons and watch the videos to find out more:

7 psychological tricks to make

Connecting with customers through Empathy

a good first impression

Customers see me as a well-groomed professional who takes pride in their appearance and the presentation of the station and precinct. Our first impressions are essential for good customer service. Tidy and neat personal presentation and clean and tidy precincts help make a great first impression to customers. When we prepare for work, we should ensure we wear the correct Sydney Trains uniform items for our role. Our uniform should be neat and tidy with no holes, tears, or stains. If the condition of items is poor, order replacement items within your allocation. First Impressions Count

Friendly and Ready to Help

I am happy and confident, and customers immediately feel they can approach me for help.

Click the icon

Click the icon

Similarly, ensure your premises look smart and clean–make the entrance look inviting and appealing and check your signage and facades to turn heads for the right reason. Clean up rubbish and windows frequently so the area looks clean and maintained. A simple way to make a First Impressions Count is to use a greeting–just say hello or good morning and make eye contact to customers passing through.

Our face, our posture and our tone help us engage with customers. Together they demonstrate to customers our readiness to be

We need to be visible, available, and welcoming to customers. This means being out and about in the busiest customer areas of stations, especially during peak times. We are constantly on the look out for opportunities to help customers, in particular as customers transit to and from other modes. We might approach customers proactively when they look unsure and offer assistance.

close and to safely engage. A face that is open, smiling

and turned straight toward the customer is a face that says, I feel safe and ready to be close to, and engage with you.

Refer to the Uniform Guide to help you make a First Impression Count.

Watch the video above to find out more about how to make a First Impression Count.

Watch the video above to find out more about how to be Friendly and Ready to Help.

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