Railway aims at service with a smile

K. N. Murali Sankar

Employees of major stations will be trained in the first phase

Vijayawada division to hold refresher course for clerks and TTEsEmployees will also be trained in meditation and Art Of Living course

VIJAYAWADA: Railway travellers can hope to find a sea change in the behaviour of staff working in the enquiry-cum-reservation and current booking counters at railway stations and in the way travelling ticket examiners (TTEs) conduct themselves.

The railway personnel are being groomed to greet train commuters with a pleasing smile. Officials of the Vijayawada railway division plan to conduct refresher courses for clerks and TTEs, who interact a lot with train commuters every day.

Besides training them in maintaining good public relations with commuters, higher officials of the Railways plan to get a feedback from employees on the kind of problems they face while discharging their duties.

Services of faculty members of the Zonal Railway Training Institute (ZRTI) and customer care training centres run by private managements will be used for a short-duration course, which will commence in the first week of February.

Several complaints

In addition to classroom lectures, railway employees will also be trained in meditation and `Art Of Living' course in a first-of-its-kind programme in the division.

"There are complaints from several quarters about the behaviour of some of our employees, particularly the TTEs and booking clerks. Commuters are unhappy with the manner in which some of our personnel react to their queries," says B. Vijaya Bhaskar, senior divisional commercial manager.

"The refresher course will help us correct our own mistakes and sharpen the skills of our staff."

Employees working in major stations like Vijayawada, Rajahmundry, Kakinada, Nellore and Ongole will be trained in the first phase.

Four quarterly sessions will be conducted in a year and each session covers 25 to 30 employees.

"Our focus is on major railway stations, where the commuter rush is high and workload on our staff is also heavy. Customer care and public relations will be the focal points of the refresher course," says Mr. Bhaskar, who earlier worked at ZRTI, Secunderabad.

"This programme will also provide a platform to our employees to discuss their problems and bring them to our notice.

Before commencing the training, we will listen to their problems and try to suggest solutions," he says.

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