Railways outsource frontline staff training

NEW DELHI: Don't be surprised, if a train ticket examiner politely asks you "Sir, are you happy?" at the end of your journey. Or, a booking clerk welcomes you at the ticket counter with "What can I do for U, sir?"

For these are changing times for Indian Railways as its frontline staff are taking help of experts to change their behaviour and attitude towards customers.

Railway staff including TTEs, booking personnel, attendants and others dealing directly with public are being given training by a professional agency as "we want change in their behaviour and attitude towards passengers," said a senior Railway Ministry official.

Since nothing comes for free, Railways would pay Rs 699 per person as training cost to Hero Mindmine, the professional agency hired for the job.

Training programme also involves how to deal with politicians and bullying customers as part of the package.

Though Railways have achieved an enviable financial turnaround, it has got no respite from passenger complaints which are constantly piling up.

Whether in ticket booking or parcel handling or for that matter the food quality in trains, Railways are flooded with complaints.

"While steps are being taken to improve the services, we have devised a five-day training capsule for our frontline staff to bring about a behaviour and attitude change," said the official.