Transport
Echelon works with transport companies to help them develop their service brands. Passengers frequently travel out of necessity and can feel like hostages. Our aim in any project is to ensure they become and remain fans of the service, advocates of the brand. Our ethnographic research techniques help us, in partnership with our clients, to discover the 'Service DNA' of the brand and then to embed it through reality training that ensures service delivery is permanently re-calibrated and supported with such communication devices as mobile learning tools.
Several projects have won or been shortlisted for national awards for the business benefits delivered, as well as the innovative performance improvement and training solutions we have developed. Partnering with St Pancras International on the implementation of the iconic 'Destination Experience' brand showcased our innovative approach to recruiting top class customer service representatives in a competitive environment. To read more review Case study: Developing the St Pancras service brand.
Our clients include
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St Pancras International, to read more St Pancras Example
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Network Rail
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Translink [NI] to read more Managing change on Belfast's bus service
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Docklands Light Rail
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Shearings Holidays
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Stena Sealink
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London Underground
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Antrak Shipping
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KLM Freight Services
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Hertz
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Europcar
Services include
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Recruitment, assessment and development centres using Forum Theatre techniques Case study: Developing the St Pancras service brand
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Competency based interviewing guides
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Induction programmes
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Mobile learning tools
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Customer care programmes, to read moreCustomer Service
Links
Echelon, Angles House, 210 Sheen Lane, London SW14 8LB; 020 8274 9965