Sydney Trains’ Transition from Engineering Based Service Delivery to Customer-Centric Service Delivery

Sydney Trains’ Transition from Engineering Based Service Delivery to Customer-Centric Service Delivery

In this presentation from Customer Contact Centre Week 2018 Michael Mercieca, Deputy Executive Director Customer Delivery at Sydney Trains explores;

  • Switching from recruiting staff for the right skills to recruiting staff for the right attitude
  • Working within tight budgetary restrictions imposed by government regulation
  •  Focussing on the little things to raise approval above 90% and achieve best possible practice

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