With London Underground and Overground trains in their remit; Transport for London have long battled with how to keep customers happy during the busy rush hour commute and have found recent success by training staff to deliver a touch of humour to passengers without crossing the line – the result has been the envy of transport workers in Paris, New York and Toronto who have since visited the capital to witness the service for themselves.
What have TfL been doing?
- Making humorous remarks to passengers (including by rapping or using proverbs)
- Assisting foreign passengers by translating on their iPads
- Writing comical or topical Thoughts of the Day on noticeboards
How can your organisation achieve similar success?
Some employees will naturally be able to use humour to make their customer service shine but it is not a skill that comes easily to everyone and there needs to be guidelines set to prevent humour from going too far. Acquiring HR software like Croner Simply Personnel can be beneficial because you can store a customer service policy within the system for employees to read and in a way that HR can easily monitor who has read it. Plus, with a dedicated Training Manager module, you can organise a training course and keep a record of the training provider or course materials to refer to in future should new employees join the organisation.
Put the wheels in motion today
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