"Putting Customers First" Course.

[whole diary]

[smokey]

Just a small throught, I would think most front line FGW^▸ (First Great Western) staff have now attended the "Putting Customers First" course, from what I've heard some think it educational, others a waste of time.

Well I don't know what's in this course, but I've always been led to lead by example, so why on earth is this course Always held in London? It would have made more sense if it was held in Bristol or Westbury for Central Staff and Plymouth or Exeter for West Staff, and saved FGW a massive Bundle of Money!

[grahame]

Courses for Plymouth and far west staff in Ealing,  for London staff in Melksham, and for Bristol area staff at Kidwelly.   Staff to travel by FGW^▸ (First Great Western) in "civvies" to attend the courses, so that they see the practical side too 

In a slightly serious vein,  I did a "sandwich course" many years ago, and can't talk highly enough of the practical experience sections which helped so much put what I was learning about into a real life context.

[devon_metro]

and saved FGW^▸ (First Great Western) a massive Bundle of Money!

Not really? Relocating the course continually would probably cost more than the travel costs.

Its not like FGW buys tickets for its staff, they just get a travel warrant, and paper is fairly cheap.

[vacman]

I have attended the course and it changed my ways! it was very good, the reason it's in Paddington is because it's in a purpouse built venue.

[slippy]

and you get two nights in a rather nice hotel, isnt the whole thing costing them ^4(?) million??

[dog box]

As Vacman said ..its in a purpose built suite of 6 rooms high up in Macmillian House at Paddington, to relocate it would cost a fortune...participants are told your on the course be there for 8.30 am.....it wasnt a bad course and the hotel was good !!

[smithy]

hotel was ok although FGW^▸ (First Great Western) get different menu to normal guests there is also a decent boozer just round corner to have a few jars in.
personally i think course was a waste of money and very HST^▸ (High Speed Train) orientated when i attended.

i have heard a whisper when all front line staff are done then the drivers are  getting a diluted 1 day version with the far south west staff attending somewhere in plymouth to save travel/hotel rooms for 1 day.

[Chris from Nailsea]

Hmm.  This topic seems to be prompting some quite personal comments and responses: would anyone prefer it if I were to move it to our 'frequent posters' board, where we can be forthright without being 'overheard'?

While we have nothing to hide, it may be that our staff members here would be happier discussing their views 'in private'.

Chris. 

[vacman]

Most people who I know who have been on it have enjoyed it, I didn't think it was HST^▸ (High Speed Train) orientated, but I spose each person who has attended will have their own opinion, and some will get more out of it than others.

[moonrakerz]

and you get two nights in a rather nice hotel, isnt the whole thing costing them ^4(?) million??

Costing who     ?

[Ollie]

and you get two nights in a rather nice hotel, isnt the whole thing costing them ^4(?) million??

Costing who     ?

FGW^▸ (First Great Western)

I have been on the course, I thought it was okay

[moonrakerz]

and you get two nights in a rather nice hotel, isnt the whole thing costing them ^4(?) million??

Costing who     ?

FGW^▸ (First Great Western)

The latest figures I can find (2007) show total rail subsidies to be ^6.3 BILLION !

I say again:-

"Costing who "

[John R]

But the subsidy/premium payable to/from FGW^▸ (First Great Western) is set out in the franchise agreement, and any variation under cap and collar is related to revenue not costs.

So whether FGW put their staff in the local Travelodge or the Savoy won't impact on the subsidy profile,  and thus the cost is borne by First Group.

[Tim]

the reason it's in Paddington is because it's in a purpouse built venue.

What is purpose build about it?  Is it just a conference suite or is there a mock-up train (or prehaps animatronic fare-dodgers?) hidden in the building? 

If FGW^▸ (First Great Western) are thinking of building a mock-up station, they could save a packet and use Melksham instead.  Arrive in the Morning and leave early evening and have the whole station to themselves for the rest of the day with no pesky trains to disturb them. 

[Super Guard]

Its not like FGW^▸ (First Great Western) buys tickets for its staff, they just get a travel warrant, and paper is fairly cheap.

Why would FGW staff require warrants to travel on FGW trains when we all have FGW passes?   

The ^4m was forced spending by FGW as part of the ^29m remedial package agreed with the DfT^» (Department for Transport - about).

A final thought, guaranteed hotel reservations month after month will mean a good corporate rate (and for the record the hotel is not by Paddington, so they've obviously done their homework on cost).

Although i'm good at customer service (imo  ), it was still a very good course.