Transforming On-Board Services through Customer-Centric Behavioral Standards
In a strategic move in 2014, Eurostar redefined its approach to internal performance management, shifting from mere compliance to actively guiding behavior to enhance the customer experience.
Key highlights
Introduction of Behavior Guide: Eurostar implemented a comprehensive behavior guide outlining ten service promises dedicated to enriching customer interactions.
Team Training Initiative: All teams underwent specialized training sessions to seamlessly integrate, understand, and uphold these behavioral standards.
This proactive transformation not only elevated the quality of on-board services but also cultivated a customer-centric ethos within Eurostar, establishing new standards of excellence in train and cruise hospitality.
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