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CUSTOMER CARE TRAINING

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Summary

Customer Care Training at Zonal Training Centres Sub : Customer Care Training at Zonal Training Centres

Text of the circular

Government of India Ministry of Railways ~ (Railway Board)

No. 2002/TGI/39/6/CCI/TRG New Delhi, dt. 2.7.2002

The General Manager, Ceritral Railway, Mumbai.

“Eastern Railway, Kolkata.

Northern Rallway, New Delhi.

N.E. Railway, Gorakhpur.

N.F. Rallway, Guwahati.

Southern Railway, Chennai.

S. C. Railway, Secunderabad. -

5.E. Railway, Kolkata.

Western Railway, Mumbai.

(Commercial Circular No. 46/2002)

Sub : Customer Care Training at Zonal Training Centres

मन oe she ops abe a

The customer care training to the frontline staff of Indian Railways was provided by M/s NIS Sparta Ltd. at Zonal Training Centres (ZTCs) till 16" March, 2001. Since the similar contract has again been awarded to the same Consuitant for a further period of two years, Ministry of Railways (Railway Board) has decided that the Customer Care training may again be re-started at all ZTCs from 15.7.2002 on the same pattern as was being done earlier. The schedule of training and the copy Agreement with the Consultant is enclosed.

For the optimum utilisation of the training facility, it may kindly be ensured that :

a) Senior officers (CTM/Sr. DCM/DCM) should be nominated to monitor the training programs at divisions. They should interact with the participants to get their opinion on the training effectiveness and implement suggestions.

b) Locations/Division specific issues should be communicated to consultants so that they are addressed during the training program.

¢) Participants being nominated for training should be those actually interfacing the customers and their imrnediate supervisors.

—36— अर

Ff} A report containing the details regarding number of staff trained, the feedback etc. on the customer care training through ZTCs may Invariably be included in the PCDOs submitted to Board (MT).

(Hind version will follow)

KS , Exec. Director,Passebger Marketing: ony

Copy to:-

(1) The Chief Commi. Managers, All Indian Railways, opi

(li) पड Principal, Customer Care Institute, Delhi Kishanganj, Delhi...

(iil) Principais, Zonal Training Centres. st

CATEGORY OF STAFF TO BE TRAINED IN CUSTOMER . CARE

Ea MITTENS eR Ta ETT तल EN TE ASTER EES PRSHNOA

TRAINING AT ZONAL TRAINING CENTRES.

1. ‘Enquiry Staff

2. Ticket Checking Staff

3. Reservation Staff

4. Booking Staff

5. Parcel Office Staff

6. Telephone Enquiry Staff

7. “May help you” Counter Staff

8. Assistant Station Masters/Station Masters/Dy. Station Supdt./Station Supadt.

9. On Board supporting amenities staff such as Electrical and Mechanical Supervisors.

10.Railway Protection Force staff,

11. Staff of Catering Units

“जद. 5:55. ASA ree

Railway

Central 02 Rastern 01 Northern . 02 North East 01 Northeast Frontier 01 Southern 01 South Central 01 South Eastern 01

Western Q2

- 32—

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