Case Study...
SouthWest Trains

The Challenge
Dynamic Solutions was key in driving forward a huge improvement in customer servise for Britains busiest commuter railway company servicing 142 million passengers a year.

A lack of recognised customer service strategy, cynicism among employees and a need for effective training to deliver exceptional customer service in demanding situations were just some of the issues facing the Dynamic Solutions team.

The Solution
Centre Stage, South West Trains’ unique training facility for its 5,500 employees, is run by Dynamic Solutions. The facility enables employees, trainers and facilitators to act out a series of role playing scenarios in such a way that employees develop their customer service skills further and display enhanced commitment towards the companies goal of putting customer service at the heart of the business.

Delegates are given the opportunity to develop their own skills in a safe environment, to recognise the contributions made by colleagues from different grades, while the managers’ presence breaks down the “us and them” barriers, equipping them with a clear understanding of their roles and responsibilities.

Each employee attends the course within 12-15 months of starting work. The investment in the bespoke – and unique – training has paid off with customer satisfaction at an all time high according to independant research.