training
Quality and Service Excellence
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Programme
25 Feb.
26 Feb.
27 Feb.
25 February
from 09:00
to 09:30
Welcome & Introduction to the course and Expectation Analysis
Opening
30'
from 09:30
to 10:30
Current trends and customer expectations: Service quality
Session 1
60'
from 10:30
to 11:00
Break
Coffee break
30'
from 11:00
to 12:00
Service quality management in public transport
Session 2A
60'
from 12:00
to 13:00
Lunch
Lunch Break
60'
from 13:00
to 14:00
Helsinki Regional Transport Authority (HSL) - The role of the transport authority in service quality: Digital dialogue (passengers, operators and authorities)
Case Study
60'
from 14:00
to 15:00
Service quality management in public transport
Session 2B
60'
from 15:00
to 15:30
Break
Coffee Break
30'
from 15:30
to 16:30
Creating an end-to-end customer experience and quality of service
Session 3
60'
from 16:30
to 17:30
Information, Time, Customer Service, Comfort, Safety, and Environment
Session 4A
60'
26 February
from 09:00
to 10:00
Measurement and Monitoring of Service Quality in Public Transport
Session 4B
60'
from 10:00
to 10:30
Break
Coffee Break
30'
from 10:30
to 12:30
Personnel and standardisation strategies for service excellence and training of front-line staff: Lean management approach
Session 5
120'
from 12:30
to 13:30
Lunch
Lunch break
60'
from 13:30
to 14:30
TBC
Case Study
60'
from 14:30
to 15:30
Customer Loyalty and Customer Relation Management in Public Transport
Session 6
60'
from 15:30
to 16:00
Break
Coffee break
30'
from 16:00
to 17:00
Community Engagement: Communication with the community during service and infrastructure build
Session 7
60'
from 17:00
to 18:00
Public Transport Service Quality Audit – Introduction + Group Presentation
Session 8
60'
27 February
from 09:00
to 14:00
Public Transport Service Quality Audit
Technical Visit
300'
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