Actors used to improve customer service at transport for London

MICE AGA, the London-based bespoke training solutions company, is using real life actors to improve levels of customer service at Transport for London (TFL).

The innovative training programme puts some 300 senior TFL managers through a key role-playing exercise in which actors recreate typical situations that could be faced by members of staff in their dealings with the public - be they at busy tube stations or in call centres.

With the aid of elaborate stage sets and training protocols created by MICE AGA, managers are shown the correct and incorrect way to deal with certain situations that may arise. The course targets candidates with diverse roles and experience within the organisation and applies to staff that have been at the company from anything from six months to 30 years. One of the underlying objectives of the training has been to develop an ethos amongst staff of belonging to a large team and reinforcing leadership skills.

TFLís decision to use MICE AGA, which lists Ford, Scania, Siemens, Marks & Spencer and BMW among its diverse portfolio of clients, is part of a company-wide change management programme that not only focuses on making the organisation more efficient, but also taps the enormous potential of each employee.

The Managing Director of MICE AGA, Miranda Grubb, said: ëAt the heart of this bold initiative by TFL is a move to help staff improve their skills and encourage them to recognise the fact that theyíre part of an important team whose actions directly impact on the lives of millions of Londoners. The training programme will improve levels of customer service, ensuring that people really feel they are being properly dealt with in a helpful and upbeat manner.í