A new customer service training scheme has been launched by First TransPennine Express in conjunction with training provider WorldHost.
The use of WorldHost training was specified as part of the government’s agreement with TPE in March as part of the franchise's Direct Award until April 2016.
TPE will continue running the franchise in order to ensure continuity of service following plans to cascade rolling stock to Chiltern Railways. The agreement also included the provision of Wi-Fi at stations, provide 700 more seats between York and Liverpool, improve station facilities and increased train frequency.
TPE started delivering customer service training with the provider in February; so far 190 of their staff have attended the course. The provider puts staff through training courses which teach them about ways of dealing with conflict and resolving difficulties encountered by front line staff on a daily basis.