Training
trainpeople offers high quality commercial training courses, available to all Train Companies across the UK and Ireland.
Our courses are designed to ensure staff are able to retail effectively and with confidence in a way that maximises your company’s revenue - and can be tailored to include your company’s corporate vision and values.
Courses are delivered in a fun, motivational style that is conversational, giving learners the opportunity to discuss and fully understand their subject. Courses begin with an original icebreaker designed to energise, stimulate and freshen delegates and incorporate assessments marked by the trainer – and a feedback sheet – all available to clients for audit.
CORE COMMERCIAL SKILLS
Rail Retailer: |
10 day course |
This course covers everything your staff need to know to retail rail tickets accurately and impartially to your customers. It comprises various modules, including ticket types and recognition, Railcards, UK rail geography, retailing to disabled customers, ticket systems operation (see below), shift accountancy and more. |
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Ticket Systems:All courses are practical based and ensure competency on shift accountancy, refunds and Fujitsu Journey Planner (if applicable)..... |
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| • Fujitsu Star | 3 day course |
| • Shere SMART | 3 day course |
| • Tribute (v. 10+) | 3 day course |
| • Cubic FasTis | 3 day course |
| • AVANTIX | 2 day course |
| • Shere Fast Ticket use and operation | 1 day course |
| • Oyster Pre-Pay and Handheld Terminal Use | 1 day course |
Revenue Protection Officer |
5 day course |
This course will ensure your staff are competent on Gateline and AVANTIX operation, revenue protection principles, irregular travel, conflict avoidance, Railway Law and security. The course can incorporate Penalty Fares, Successful Presentation of Evidence and PACE, if required. This course is supplied with or without Penalty Fares module. |
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SOFT SKILLS
| Delivering Customer Service Excellence – on board or at the station | 1 day course |
| Turn your staff into true ambassadors and really spoil your customers. | |
| Up-selling (Onboard Sales Booster) | 1 day course |
How to build sales in the field: ideal for onboard catering crews who want to increase sales and spend per head. |
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| Conflict Avoidance | 1 day course |
Stay safe in the workplace and enhance your customer service skills. This course shows you how difficult situations arise and how to avoid them. |
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HEALTH & SAFETY
| Personal Track Safety | 2 day course |
trainpeople offers Personal Track Safety (PTS) training and the 1-day re-cert course at a number of locations across the UK. On successful completion of the course, delegates can correctly: • State their responsibilities for personal track safety when on or near the line • Demonstrate these responsibilities when carrying out duties on or near the line The course covers the railway environment, AC and DC electrified lines, hazards on or near the line, working on or near the line and emergency action. A site visit to lay detonators and track circuit operating clips – and an assessment – are also part of the course. |
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| Guard's Rules (Passenger and freight) | 15 day course |
The course covers the safe working of trains (including train dispatch), train preparation, shunting procedures, defect reporting, emergency actions, introduction to signalling, train protection and principles of route learning. This course runs for 15 days (including an assessment) and complies with the relevant Railway Group Standard for train guards. |
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| Traction Training | 1-5 day course |
How to couple / uncouple air pipes and brake tests, electrical jumpers, simple troubleshooting, environmental cupboards and air conditioning units, working of trains and much more. |
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Retail Foundation Course
All trainpeople staff are required to pass through our Training Academy, completing our comprehensive Retail Foundation course, in addition to any vocation-specific training, before placement. The 5 day Retail Foundation course consists of: |
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| Introduction | |
| • Ice Breaker • Welcome to trainpeople - who we are, what we do, company values and mission statement • About the client – a brief history of the company, corporate values and customer ethos • The shape and geography of the UK rail industry, key players and their functions • UK rail geography - focusing on the client network and how other TOC’s interconnect • Policies – Drugs & Alcohol, Code of Conduct and Equal Opportunites |
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| Block 1 | |
| • Customer Service Excellence • Conflict Avoidance • Disability awareness and retailing to customers with a disability |
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| Block 2 | |
| • How to read and interpret a train timetable correctly • Ticket types and validities – including London area products (if applicable) • Railcards – including conditions of use and minimum fares |
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| Block 3 | |
| • Revenue protection principles • Railway law – including Railway Byelaws, Conditions of Carriage and Passenger’s Charter, Regulation of Railways Act 1889, Forging & Counterfeiting Act 1981 and Theft Act 1968 • Different types of fare evasion and points to consider |
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| Block 4 | |
| • Security on the railway (including the latest TRANSEC guidelines on HOT Protocol and suspect packages) • Cash handling skills and cash security • Health & safety on the railway – including track appreciation and manual handling policy, COSHH for winterisation, crowd control and hazard awareness • Basic firefighting skills and fire precautions • Accident reporting procedure and RIDDOR requirements – including verbal and physical assaults |
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| Conclusion | |
| • Recap session • Team Building and motivational exercises |
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About our Training Consultants
All our trainers are experienced ex-railway training managers, with City & Guilds accreditation and D32/A1/A2 qualifications. As well as training our own staff, our trainers are also available for clients to hire by the day to cover gaps in training establishment, to cover sickness and leave and to help roll out major projects, for example, upgrades to ticketing systems.
All courses are offered at your premises or ours (minimising any travel and/or accommodation expense for your staff), or we can arrange suitable venues. As a specialist Training Academy, we have all our own training material but will gladly use yours, if required.
