Elevate Playbook - loop

Sharing Knowledge

We are keen for you to utilise all your great experience and add ‘new’ learning from today to put into daily practice. In the Elevate learning hub we have created some interactive activities for you to refresh, reflect and hone your customer service skills.

Customer Scenarios

Customer scenarios are a set of activities designed for you to practice your skills and determine if a customer would respond with a compliment or complaint. We want you to: • Gather all your learning from today (including drawing on the 6x Customer Service Principles) and bring it to life. • Demonstrate how you will continue to create lasting memorable moments with our customers. • Push and encourage each other to be the best we can be and inspire each other to shine. We are looking to elevate ourselves and each other –to ensure that we provide the best daily customer service experiences across Sydney Trains.

How are we connecting with our customers?

Try the 2-minute customer challenge – choose a random card and solve the customer’s enquiry identifying where you can provide a quality memorable moment. Remember, it doesn’t have to be a long interaction to make a customer feel valued. (Ask a colleague if they would have solved it the same way.)

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