TRANSFORMING ON-BOARD SERVICES THROUGH CUSTOMER-CENTRIC BEHAVIORAL STANDARDS

Challenge

In a dynamic travel landscape, a train company sought to elevate the passenger experience beyond operational efficiency by establishing new behavioral standards rooted in customer-centricity. How could customer service on-board be reimagined through performance management to drive genuine guest satisfaction while inspiring staff to embody service excellence?

Solution

In 2014, a train company creted a comprehensive Behavior Guide that defined ten service promises dedicated to enhancing customer interactions at every touchpoint. Specialized training sessions were delivered to all teams, ensuring that every staff member deeply understood, integrated, and upheld these standards within daily operations.

  • 01.

    Develop behaviors guidelines

  • 02.

    Set a process with quantitative and qualitative objectives

  • 03.

    Analyze feedback and follow-up

  • 04.

    Adapt team communication

  • 05.

    Develop necessary trainings

Results:

Shifting Perspective, From Standard of Operating Procedures to Experience

It  allows a more accurate and comprehensive understanding of employee performance based on predefined behavioral patterns, which can lead to more objective and consistent evaluations. Provides a clear framework for employee to understand the expected behaviors and performance level. Ant ultimately gives objectives for supporting professional development in achieving organizational goals.

Impact:

The proactive transformation not only raised the quality of on-board service but also fostered a customer-focused culture across all countries. By replacing mere compliance with active behavioral guidance, Eurostar set new benchmarks for excellence in the train and cruise hospitality sector.

Related topic(s): REDEFINING ULTRA-LUXURY TRAVEL THROUGH EMOTIONAL INTELLIGENCE