Operations Resource Support

Operations Resource Support

Content

  • Adequately trained and qualified operations staff, including train crews
  • Personnel is able to support in case of technical issues during passenger operations
  • Quick address of customer needs via Customer Service Desk personnel and station staff
  • Proven Customer Experience Management (CEM) program
  • Comprehensive approach to creating a customer service culture
  • Major elements of the CEM are:
    • Ticketing & Station Staff
    • Customer Service Ambassadors
    • Guest Service Representatives
    • Operations Control Centre
    • Customer Service Staff

Customer Benefits

  • Recruitment process managed by Bombardier
  • Planning and budget certainty
  • Personnel availability guarantee
  • Highly professional frontline customer service
  • Experienced personnel with strong focus on customer satisfaction
  • Multi-skilled personnel gives robust and flexible staffing
  • Regular staff training ensure continuing high qualification
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