Elevate Playbook - loop

Promise and Principles

Service

Values

Capability

Empathy

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Putting our customers at the centre of everything we do to create positive memorable moments is central to the Customer Promise. We connect our customers’ whole lives as they move across our network — whether by train only or by using various modes in our Transport family. Our people at Sydney Trains are the face of the network as customers move across our vibrant city using modern, clean, easy to use multi-modal transport services. We ensure that customers arrive at their destination safely, on time while enjoying their experience with our up-to-date trains, and friendly and knowledgeable staff. Our Promise We will put our customer at the centre of everything we do. Our Goal Our customers will know and feel they are at the centre. Our Plan Our people will know they are at the heart of putting our customers at the centre and they will live our Customer Service Principles by delivering memorable moments to customers during their simple and connected journeys every day.

Customer Promise Introduction

Customer Service Principles The Customer Service Principles are our guiding light for customer service at Sydney Trains. While the principles were introduced around 10 years ago, our world has changed significantly so our principles are refreshed to make them relevant for 2022 and beyond. Defining our customer service principles empowers us to live the principles each day.

To find out more, visit:

Customer Promise (sharepoint.com)

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