ScotRail staff deliver world class customer service

Last updated: Thursday, 4 July 2019

Over 100 members of ScotRail staff have received world renowned customer service training from WorldHost.

Considered to be the benchmark in customer service, World Host Principles of Customer Service has been rolled out to ScotRail’s 118 hospitality stewards.

Among other benefits, the WorldHost programme trained ScotRail’s hospitality stewards in:

  • The value of tourism and the important role they play in the wider tourism economy
  • Why customer service is such an important part of their role
  • How to make an excellent first impression and make customers feel welcome
  • How to ‘go the extra mile’

ScotRail’s delivery of the training has been recognised by VisitScotland with the train operator receiving an iKnow Partner accreditation.

iKnow is a programme run by VisitScotland and is based on recognising and accrediting local business partners.

VisitScotland recognise that visitors (international and domestic) rely on, and trust, the breadth and depth of advice and information they receive from local people they interact with whilst on holiday in Scotland.

iKnow Partners add value by providing an insight into the local area, suggesting things visitors can’t find online such as where to have a meal with locally sourced produce, or a nice cosy cafe.

The train operator is currently looking at plans to roll the WorldHost training out to all its frontline customer service staff.

ScotRail Tourism Manager Alasdair Smart said:

“We’re working hard to improve stations across Scotland’s Railway, and providing customers with world class customer service is an integral part of that.

“Becoming a part of the iKnow Partner programme means we can share our passion and pride with visitors, create a memorable experience and have a positive impact on the local economy.

“It’s a signal to visitors that we’re a VisitScotland accredited authority on topics relevant to their stay in Scotland.”

VisitScotland Chief Executive Malcolm Roughead said:

“We’re pleased to welcome ScotRail into the iKnow Partner programme in recognition of the ongoing customer service training to upskill its staff on the role they play in the wider tourism economy, and how they can help visitors to Scotland have the best experience possible.

“Innovative approaches are needed to grow the visitor economy. It is through successful collaboration with our travel partners that we have been able to tap into the expertise and local knowledge of ScotRail’s hospitality stewards to support our ongoing ambitions for the Scottish tourism industry.

“Everything we do is about creating a passion for Scotland - building an army of advocates through innovative marketing, partnership, events and business excellence to create a destination and customer experience worth talking about.”