ScotRail staff have been coached by a customer services’ company to improve the service they give to tourists
WorldHost trained 118 hospitality stewards in ways to make a good first impression and ‘go the extra mile’ for customers.They were also taught that the company plays a vital role in Scottish tourism.
VisitScotland has accredited ScotRail as an iKnow Partner for training their 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.”