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Mind The Skills Gap at Transport for London


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DateFebruary 10, 2016 Posted by: Laura Overton   Keywords: award winning, blended learning, customer care, Evidence for Change

Read this case study for 7 takeaways from this award-winning intervention for transforming customer service training at Transport for London.

Transport for London, together with their partner Kallidus, have recently picked up two awards for an immersive blended learning programme, designed to re-skill 5,000 employees in vital ticketing processes and customer service skills.

You can download the full story at the end of this article.

We have included this story in our Evidence for Change collection, as it illustrates how learning innovation has impacted critical customer service KPIs (Key Performance Indicators), such as staff helpfulness and customer satisfaction. 

Alexandra Bode-Tunji (Programme Lead, Skills and Capabilities at TfL) is delighted with the project's success: "This year has been one of unprecedented change at TfL. We have been keeping track of performance and staff engagement throughout the project and have been delighted with the results. The impact of the training has exceeded expectations on all levels. Above all, we are confident about the future and know our staff are equipped with the knowledge and drive to deliver world class customer experience, making every journey matter." 

7 takeaways for transforming customer service training:

  1. Start with strategic intention: this blended learning programme is at the heart of a major business transformation designed to improve customer experience whilst reducing cost

  2. Identify KPIs with business that you intend to influence with the programme to provide focus for both the L&D and business leadership team.

  3. Understand that a well-designed learning experience is not just about building new skills, but can also play an active role in changing culture.

  4. Connect with your learners through stories and dramatisations that they can personally relate to

  5. Immerse your learners on a journey: using appropriate technology to engage them along the way, for example:

    • Practice simulations

    • Games that bring familiarity to new concepts or ideas

  6. Focus on supporting learning through experiences: both online and via workshops - embed online experiences into face-to-face workshops

  7. Use mobile devices to improve access and also support the application of learning back in the workplace.


Download the full story below.


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