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Case Study Skilling
Some key stakeholders were identified in the Konkan Railway ecosystem who directly or indirectly had an impact on the customer experience. The support staff from other divisions was one such stakeholder that has the responsibility to ensure the timely fulfillment of deliverables so as to ensure a pleasant customer experience. Multiple interdependencies were critical to ensure optimal service levels.
‘Total Customer Satisfaction’ was identified as the key objective of the intervention. This meant the following:
1. To ensure that service standards and customer expectations are met
2. To develop responsibility and accountability for customer service
3. To manage self and work in teams with a focus on collaboration and team work
Walchand Plus designed training Interventions that were contextualized to Railway operations.
These interventions ensured that customer service became a key priority down to the last stakeholder. The program also helped to make the team more efficient at collaborative work. At the end of the intervention, candidates were provided a commitment sheet based on which they made an individual action plan on how they could apply learnings in real-life scenarios to induce positive change and catapult the customer satisfaction levels. Walchand Plus has so far trained over 400 front line staff comprising of TTEs, Stations Masters and Booking Clerks under this intervention.