BETTER TIMES FOR CUSTOMERS AND COLLEAGUES
A new timetable is a big deal – for customers, colleagues and everyone involved in creating it. So when Arriva Rail London were looking to launch a new timetable on the North London Line of London Overground, they asked us to help inform staff – because not only did this have a direct bearing on shift patterns, but also on customer service.
“It is only early days with the new timetable; however feedback from staff is that they have been more engaged in this timetable change than any in the past and the giveaways have been well received.”
BETTER TIMES
We created a campaign to focus on the ‘better times’ for customers and colleagues, with a new service of ten trains an hour. It included brochures for station staff, drivers and managers, as well as posters for break-out areas, a video for all screens and mugs and coasters for all canteen areas.
The campaign was well-received – in fact, better than any previous campaign – and it was really important in helping colleagues to understand what the changes meant for customers, and for colleagues to be able to deliver a great service.