Training
and development has helped the rail company GNER maintain high standards of
customer care in a time of crisis, according to its HR director.
Mike
Gooddie praised his staff after GNER scooped the Railway Innovation Award for
customer service, the twelfth award of its kind in 12 months.
He
said, “We have suffered two horrific accidents in the last six months, neither
of which was our fault.
“The
care and professionalism of GNER’s 3,000 employees has shone through even the
darkest days, attracting plaudits from politicians and passengers.”
Gooddie
said the service culture created by the company’s training programme, which the
company has invested around £7 million into over the last four years had created
“cultural resilience” among its employees.
GNER is
currently awaiting the Government’s decision as to whether its contract to run
trains along the London-Edinburgh route should be renewed.
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