For Veolia Transport, service excellence is at the heart of passenger satisfaction. Passengers not only expect quality of service from us, they also look for a quality of relationship: they need to be informed, or reassured in case of something unexpected. They want to be welcomed on board and feel they count.
Veolia Transport's unique customer care program Going for Green brings together our employees and their managers around one single goal: passenger satisfaction.
Going for Green improves the comfort and sense of well-being of passengers by focusing on their needs. One-day training sessions allow employees to sharpen their skills and to reduce their stress as they become empowered to better manage customer care.
Going for Green has been deployed successfully in Germany, in the United States, in France, in Ireland and in Sweden. Over 5,000 employees have been trained so far worldwide.
The program has proven effective: increased passenger satisfaction, decrease in complaints of over 40% and greater employee motivation.
