Dragon Naturally Speaking e-Learning - Training

Monday, March 25, 2013

Station workers given platform to develop customer skills

Station workers at one of the UK's major train operators have been given a platform to develop their customer skills with support from adult learning organisation TBG Learning.

Southern Railway is working with TBG Learning, which is part of third sector organisation the Rehab Group, to offer its staff the chance to achieve apprenticeships in customer service, along with Skills for Life awards.

The company, which manages 156 stations across the South of England, has worked closely with TBG Learning since January 2012 to support the development of staff serving its gates, ticket offices and platforms.

Around 170 staff from Southern Railway are currently enrolled on learning programmes led by TBG Learning.

A graduation ceremony was held at Southern Railway's Croydon offices to celebrate the achievements of the first group to achieve level two and three apprenticeship certificates, along with Skills for Life awards.

Richard Evans, head of resourcing and vocational skills at Southern Railway, said the company was delighted to celebrate the achievements of its team.

"People and their learning and development are at the heart of Southern Railway," he said.

"In order to achieve our vision of making every journey better we need to ensure our people are equipped with the skills and behaviours which will allow us to deliver fantastic customer service to our passengers.

"Giving our people the opportunity to develop is a key component of our approach and not only gives our people the skills and confidence to develop at work, but also helps them to support their families and the wider communities in which they live.

"We thank our training provider, TBG Learning, for their hard work in conjunction with our teams. The success of our learning network wouldn't be possible without the commitment of everyone within the business, and each of the learners' line managers have given tremendous support and encouragement to help them achieve their potential."

Among the graduates was Station sales clerk Aleksandra Marciniak, based at Wandsworth Station.

She said: "I've just done the level two NVQ Apprenticeship in customer service and am now really looking forward to progressing on to the level 3 programme.

"The course is really beneficial and helped me to develop my skills not only for now but for the future, while also giving me added confidence when dealing with customers.

"My assessor from TBG Learning, Peter Miller, has been brilliant. He was really supportive throughout the programme and has always taken the time to help out."

Jay Bedwall, account manager at TBG Learning, congratulated Southern Railway's graduates on their achievements.

He said: "The staff enrolled on the Apprenticeships and Skills for Life programmes have worked extremely hard to achieve their goals, have made massive strides and we congratulate them all on their respective achievements.

"Southern Railway has a strong commitment to learning and development, delivering excellent customer service and we are delighted to be working with the company to support the development of its teams."


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