The issue
Gatwick Express operates the high-speed rail link between Gatwick Airport and London Victoria, carrying some 14,000 customers a day. As part of its franchise commitment, it was looking to undertake individually tailored customer service training designed specifically to fit the ethos of the company, to excite its 300+ employees, and to create a positive and progressive work environment.
Most importantly, it wanted to create a customer experience that was seamless from train to plane.
What we did
After an in-depth diagnostic, both on-station and on-board, Power Train developed ‘Leading Lights’, a customer experience programme specifically targeted to meet the needs and expectations of a truly demanding group of international travellers. In order to respond to the ongoing requirement of Gatwick Express, the programme was designed for delivery by the company’s own licensed trainers.
How we did it
Prior to rollout, we conducted a full Briefing and Rehearsal for the licensed trainers selected by Gatwick Express. Working in partnership with a Power Train Actor Consultant, they then commenced delivery of the ‘Leading Lights’ events to all frontline employees in a specially fitted-out venue. Utilising our ‘Total Reality’ concept, all aspects of the customer journey were re-created from platform to carriage interior, enabling the participants to understand and develop the 'Leading Lights' Customer Experience Mindset. They were then able to apply it with different customers in a range of realistic and challenging situations. Through ActNatural, each participant quickly came to recognise their own Personality Driver and value the aptitudes and strengths which it gives them. Crucially, they also learned to recognise and respond to the differing personality needs of their customers - to deliver individual service by treating others as they need to be treated. Power Train has given full support and advice to Gatwick Express and its licensed trainers throughout the rollout.
Return on investment
After delivery of the first series of 'Leading Lights' events, Gatwick Express recorded the highest ever score for customer service satisfaction within the rail industry - an outstanding 94% in the Strategic Rail Authority's National Passenger Survey.
Following on from the continued success of ‘Leading Lights’, Power Train has since designed a recruitment event which plays a vital role in ensuring that new employees demonstrate the company customer service ethos right from the start.
Gatwick Express has now maintained its number one position for customer service in its sector for six years running.
