11 May 2007

Dear Colleagues,

We all know and really appreciate good service when we get it – and usually tell others all about it. Our own passengers quite rightly expect the same. We have worked hard to get customer service right and by doing this we not only give our passengers a better traveling experience but also make our own working environment more enjoyable and less hassle all round.

It is actually quite difficult at times to describe what makes good customer service – everyone has different expectations and behaviour. As you know, on the railways we use ‘Power of 6’ as the theme for our campaign to keep improving customer service. This month we want to put a spotlight on the ‘better service’ promise which is delivered every day and show how important it is and the difference it makes to passengers.

So, during May and June, a team of ‘Random Rewarders’ will be looking out for railway colleagues who provide exceptional customer service - who ‘go the extra mile’ to meet passengers’ needs and make their experience extra special.

Colleagues observed giving exceptional customer service will be rewarded with £20 vouchers to be spent at a variety of big name retail outlets throughout Northern Ireland. Obviously it is important for all rail staff to wear their staff ID badge so that they can be identified!

This is one way for us to showcase what ‘going the extra mile’ actually means and saying it is important. This approach will be extended to bus services in the future.

I’ll finish with three notes – the 1/3 off promotion on off peak Railway and Goldline services is really doing the business and driving up passenger numbers. In a week or two I will give you an overview of the success we have had in terms of growing overall passenger numbers in 2006/07.

Also, you will have noticed we now have our own local Assembly and Minister back in operation. As you would expect, I and colleagues have already been ‘up the hill’ at Stormont pressing the case for and highlighting the contribution of public transport . But as I’ve said before – they are your representatives too, so make sure you make the case for Translink

… and lastly – thanks to everyone for their support and co-operation in respect of the new ‘no smoking’ policy – everything has gone very smoothly.

Philip O'Neill

Acting Chief Executive

This month we want to put a spotlight on the ‘better service’ promise which is delivered every day and show how important it is and the difference it makes to passengers