World Class service with ScotRail Staff

ScotRail 385
Credit: ScotRail

ScotRail has announced that over 100 members of their staff have received world renowned customer service training from WorldHost.

World Host Principles of Customer Service, which is considered to be the benchmark in 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.

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

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

What did the officials say?

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.”

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Michael Holden avatar
I have had an interest in Railways for as long as I can remember. I am a member of a number of heritage railways and actively volunteer at 2 of them. I enjoy all types of railways, real life, model and simulations. I started RailAdvent in 2014 and am the main editor of the site.