Elevate Playbook - loop

ETEC510: Organisational Knowledge Sharing Practices

We must be experts on our stations, precincts and network. We are responsible for building our own knowledge and we do this by being curious and engaging in learning opportunities. Staying up to date with changes helps us build knowledge. Today’s customers rely on apps to plan and manage their trips, as well as find locations and other information. Technology is critical to good customer service. Take time to familiarise yourself with common apps such as the Opal app, NextThere and Google Translate so you can use these tools quickly to service customer enquiries. Customers and colleagues trust my advice, and are surprised by my knowledge of the station, precinct and modes. Share Your Knowledge

More customer journeys are multi modal. Our directions are not just about trains to catch but other transport options as customers seek seamless journeys. Knowing about other modes is now a core requirement of our work. When we have knowledge, it is important to share it with customers and colleagues.

For customers, it means not only providing detailed and accurate responses to their enquiry but also showing customers how they might help themselves next time they face a similar situation. Guiding them through an app or taking time to show them directions on a map are important ways to share your knowledge.

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7 benefits of sharing knowledge Key Points

Find better ways of doing things.

Retain knowledge.

Build a community and learning culture.

Enhance the feel-good factor.

Create better customer experiences.

Connect remote employees to knowledge.

Collaborate and build collective knowledge.

Watch the video above to learn how you can Share Your Knowledge.

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Visit resources such as: iPhone Apps for Customer Service.

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