Elevate Playbook - loop

Contents Welcome to the Elevate Playbook

Welcome to the Elevate Playbook

1

Elevate

3 3 5 5 6 7 7 8 9

From Our Leader

Our History our People NSW Railways Timeline Our History, Our People

This interactive playbook has been designed to support your Elevate learning journey. Use this playbook to build on your insight to deliver great customer experiences and reflect on opportunities you can own to elevate the way you do things now. The ideas, stories, and experiences as part of Elevate will guide you to: • Embrace the 6 Customer Service Principles • Reflect on how we connect our customers’ whole lives as they move across our network • Build a deeper understanding of what our customers value • Use technology and apps to enhance the customer experience • Apply new skills to create memorable moments for our customers We encourage you to challenge yourself and continue looking for opportunities to put the customer at the centre of everything we do to create positive memorable moments.

Promise and Principles

Customer Promise

Customer Service Principles First Impressions Count Friendly and Ready to Help

10

Communicate Clearly

11

Find a Solution

13 15 17 19 19 20 21 21 23 25 26 29 35 39 39 40 41 41 42

Share Your Knowledge

Work Together

Evolving Customer, Evolving Transport

Transport

Customer Feedback

Our Customers, Our People

Our Customers

Empathy and Empathy Mapping

3 M’s: Customer Service Mood, Mindset, Memorable Moments

Mood

Mindset

Memorable Moments

Sharing Knowledge Customer Experience Customer Scenarios

Moving Forward

My Elevate Commitments

Post Workshop

1

2