Elevate Playbook - loop

Sydney Trains has run extensive research with customers to find out exactly what makes memorable moments. From this we know what they want to see and hear from us.

To create memorable moments, we need to pay attention to our body language, our tone of voice and the words we use, as these three areas contribute to 100% of our message.

MemorableMoments

MehrabianModel

In our personal lives, we may frequently go the extra mile to ‘surprise and delight’ people we care about. However, at work, these instances are rarer and almost never expected, which tend to be very transactional; for example, “Where is my train?”-“It is on platform 4.” While most customers only reach out to our customer service team if they have a problem, it is important for customers to feel that they’re important and we genuinely care about them every day.

Visual

Verbal

Vocal

How you look Friendly and approachable

Language used Positive language Easy to understand Absolutely … I can … Short sentences

The way you say it Genuine Positive Professional Clear

Make eye contact Clean and pressed uniform

A memorable moment is the difference between 7/10 and 9/10. It’s going that little bit further, an unanticipated action that the customer was not expecting . If we can just incorporate these memorable actions 1-3 times daily, we trust you will be more fulfilled and satisfied with your daily activities and t he day will go that little bit quicker!

Energy Volume

Be visible Gestures

Pace Calm Enthusiasm

Genuine smile Neutral stance Nod and/or wave

Be sensitive Happy to … Clear options

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