133: Sydney Trains Elevate Customer Service – Simon Jobson

Simon Jobson, the Director of Capability and Learning at Sydney Trains discusses their Elevate customer service training program for their operational workforce of over 2,000 people. The program was designed using an evidence-based approach that drew on insights from business data and employee focus groups. The digital learning program is problem-centred (rather than content oriented) and engaging, with a range of follow-up ‘nudge’ mechanisms to support learning transfer. Host: Michelle Ockers Transcript and related resources: https://learninguncut.global/podcast/133/  Podcast information and more episodes: https://learninguncut.global/podcast/