GNER

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“GNER’s vision is to create the ultimate travel experience. It firmly believes that as a result of working in partnership with Zodiac Training to offer NVQ level 2 in Customer Service, both staff and customer satisfaction will increase.”

Richard Potter, Technical Training Team Manager, GNER

Zodiac Training had worked with GNER for over seven years providing the Customer Service NVQ to it’s Contact Centre staff when, in 2004,  we were also tasked with providing on-board training for GNER’s train-based Customer Service Assistants. This meant a Zodiac trainer travelling up and down the country on GNER trains delivering training to GNER staff as they worked!

Carl Brunning was the first GNER staff member studying the Customer Service NVQ to complete their qualifications whilst working on-board GNER trains. Carl commented:
“I am looking forward to developing my skills further in order to fulfil my potential. I am over the moon at becoming

Carl Brunning with Mum Gina

Zodiac’s first on-board achiever and I look forward to working with them again in the future.” Zodiac’s on-board trainer, Tina Zajac, noted “Carl has made excellent progress and has developed his customer service skills to a high standard. Carl has become much more confident when dealing with passengers and is now able to handle difficult situations more effectively.”

Commenting on Zodiac’s partnership with GNER, Richard Potter, Technical Training Team Manager at GNER said, “GNER firmly believes that by having committed, satisfied staff, customer satisfaction will increase. GNER wanted to achieve this by providing recognition to its on board staff by offering them the opportunity to work towards an NVQ level 2 in Customer Service. Zodiac were the only company that could offer the flexibility that the on board train environment required.”

GNER Team Leader, Kate Johnson added, “Zodiac were helpful, supportive and friendly, they’d do anything to help us. I would recommend Zodiac to anyone.”