|Archived Save the Train forum articles - 2005 to 2010. See below
FGW Receives Award For Staff Development Programme - 8199/13270
Written by Lee on Tuesday, 29th June 2010
From Herald Express:
[quote="Herald Express"]Train operator picks up award
Train operator First Great Western has received an award for its innovative staff development programme, which has helped deliver an 11 per cent rise in customer satisfaction in the past two years.
The company has received the passenger experience award at the Railway Industry Innovation Awards, hosted by Modern Railways, for their two-day Putting Customers First (PCF) training programme, which all 2,220 of its customer-facing employees have now attended.
The programme has helped staff to understand how they can deliver the best possible service to the company's customers, and played a key part in helping to improve the company's customer satisfaction scores in the latest National Passenger Survey.
Managing director Mark Hopwood said: "Our customers are at the forefront of everything we do. Their comfort and satisfaction with services is paramount to the smooth running of the network. We realised that by introducing this unique learning programme, which focuses on developing the behaviours to improve the customer experience, we could help maximise customer satisfaction levels."
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Save the Train was the campaign to bring an approriate train service back to and through Melksham.
Most big contributors are still around writing at the Coffee shop forum where new members are very welcome.
The train has been saved - sort of - we have stepped back up from an unusable service to a poorish one but it's doing very well. We did that through setting up the TransWilts Community Rail Partnership. That fulfilled its early objectives; it has been taken over by local and regional government types who are now doing medium and long term work. The team from this forun can also be found at the Melksham Rail User Group (which was the Melksham Rail Development Group at the time these articles were written and we had no users.
We mustn't loose sight, though, that the train service remains poor and needs our community support in marketing and campaigning to keep it going in a positive direction ... and all the more so when we're expecting to find a different normallity once we get out of the Coronavirus Pandemic and head for zero carbon via the climate crisis. Yes, it's saved ... it's now a key community facility ... the need for enhancement and the strong and near-universal local support remain, and the rail industry and goverment remain slow to move and provide the enhancements even to level us up with other towns. Please support the Melksham Rail User Group - now very much in partnership rather than protest with the rail industry and local government, including GWR, TransWilts and unitary and town councils. And please use the trains and buses, and cycle and walk when you can.
-- Graham Ellis, (webmaster), February 2021
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