Definition of service postures for station agents & framing of a change management plan for a public transport operator
Context
As part of a program to extend and modernize one of its lines in the Ile-de-France region, a public transport company wants to build an ambitious service project to enhance its know-how and improve the customer experience.
Objective
VERTONE has been asked to work on the Customer Relations aspect of the service project, to define the relational postures of agents in contact with passengers and prepare their deployment on the line.
VERTONE contribution
- 4 service principles identified as a common base for all players, translated into attitudes and professional gestures for all agents interacting with users
- A double repository of service postures and managerial practices for each target business population
- A pilot phase attesting to the relevance of service postures and the benefits of the approach for users and agents alike
- A target-based change management plan and associated roadmap to train 200 agents and managers in stations
- An assessment and feedback on the adoption of new agent and managerial postures to adapt HR practices.
To find out more, contact our team JTVCaHVic3BvdCUyMHR5cGUlM0Rmb3JtJTIwcG9ydGFsJTNENjExOTAxOSUyMGlkJTNEOGVjNTAxYzQtOTliMC00NDk5LWIwMWEtN2ZiMGMyNTEwN2NkJTVE
