133: Sydney Trains Elevate Customer Service – Simon Jobson
Learning Uncut
English - October 16, 2023 16:30 - 51 minutes - 96 MB - ★★★★ - 5 ratingsHow To Education Business instructionaldesign capability framework howto learning learningdevelopment learningprofession learningstrategy strategy talent Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: Elevate 20: Skills Development – Key Elements
Next Episode: Elevate 21: Skills Development Elements - Goal Alignment
Simon Jobson, the Director of Capability and Learning at Sydney Trains discusses their Elevate customer service training program for their operational workforce of over 2,000 people. The program was designed using an evidence-based approach that drew on insights from business data and employee focus groups. The digital learning program is problem-centred (rather than content oriented) and engaging, with a range of follow-up ‘nudge’ mechanisms to support learning transfer.
Host: Michelle Ockers
Transcript and related resources: https://learninguncut.global/podcast/133/
Podcast information and more episodes: https://learninguncut.global/podcast/