Improve the customer experience in the Tram and Tramway environment
Overview
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Performance criteria
You must be able to:
| ** ****Improve the customer experience within own area of responsibility** 1 present a professional image to customers by following organisational requirements 2 give **information** to customers that meets their needs and which you are authorised to provide 3 refer customers to the relevant person if you do not have the information or the authority to help them 4 seek opportunities to improve the customer experience, in the Tram and Tramway environment within the limits of your own authority 5 comply with organisational policy and guidelines in relation to quality and continual improvement 6 deal with complaints and compliments in line with your organisation's procedures |
| **Assist with the provision of a suitable environment for customers** 7 monitor the cleanliness and tidiness of the Tram and Tramway environment 8 report substandard conditions in the Tram and Tramway environment in line with organisational procedures 9 operate and monitor **vehicle systems** in line with organisational procedures ** ** |
Knowledge and Understanding
You need to know and understand:
| ** ** ** ** ** ** **Improve** **the customer experience within own area of responsibility** 1 the range of customers and their reasons for travelling 2 your organisation's policy and procedures for delivering customer service 3 the **Information** which is helpful to customers 4 the service quality expectations of **customers** 5 how service quality is **measured and monitored** 6 when service quality expectations of **customers** may change 7 how own role **activities** can have a positive or negative impact on the customer experience 8 why improving the customer experience is important to the organisation, its customers and the wider industry 9 ways in which your organisation's uses customer feedback |
| **Assist with the provision of a suitable environment for customers** 10 the organisation's procedures ****in relation to the provision of a suitable Tram and Tramway environment 11 the organisation's procedures for reporting faults and malfunctions to vehicle systems 12 the **effects** of physical comfort and discomfort on customers 13 why a **suitable environment** is important to customers, the organisation, and the wider industry ** ** |
Scope/range
Performance Scope
| 2 **Information** may include; route knowledge, local knowledge, ticket and fare knowledge, service times, 9 **V****ehicle systems** may include; comfort (heating, air conditioning, vents, lighting), information (communication equipment, screens, bells), CCTV. |
Knowledge Scope
3 Information may include; route knowledge, local knowledge, ticket and fare knowledge, service times.
4 C*ustomers* may include; internal (colleagues, team members, line manager, those in other departments and teams), external (members of the general public, passengers).
5 M*easured and monitored* may include; inspections, testing, setting standards, customer surveys, customer feedback.
6 A*ctivities* may include; those with a negative impact (being distracted, cutting corners, rushing, making mistakes, not completing tasks, ignoring defects, untidy areas and cleanliness, lack of communication) and those with a positive impact (keeping people up to date, driving smoothly, allowing enough time for customers to board and depart the vehicle, maintaining uniform standards, working to agreed methods and procedures)
12 E*ffects* may include; on emotions and behaviours, perception of value and quality.
13 Suitable environment may include; clean and tidy, the correct temperature, working equipment and systems.
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
| **Customer(s)** This includes those who are travelling, have the intention of travelling or are assisting others to travel. It may also include members of the general public who are or may be affected by the operational service. **Customer expectations** These are what customers think should happen and how they should be treated in the Tram and Tramway environment. |