Transport NSW TrainLink engaged The Customer Experience Coach to identify opportunities to improve customer experience and drive additional sales and margin.

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The Process

• Completed qualitative and quantitative analysis of customer interactions and operating systems, policies, procedures, reports and operational routines
   

• Completed a statistically valid set of ‘current’ and ‘should be’ recommendations based on the analysis
   

• Established a proposed sales methodology to enhance current activities and leverage missed opportunities
   

• Identified a range of duplicate and avoidable process inefficiencies and regulatory gaps

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