putting customer service back on the rails
how do you get the staff on side?
by letting them find their own place
Netherlands Railways’ customer service operation is to become a fulfillment centre, where the company and its customers meet each other in an enjoyable way. A fully-fledged component of the marketing apparatus.
The fulfillment philosophy requires employees to change their attitude to their work. From now on it will be all about competences rather than excuses.
Tinker develops and implements a campaign with parties, HR sessions and coaching.