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How do you make sure that all new employees – from train drivers, over catering staff to administrative personnel – adopt the DSB vision, strategy and culture of service? Workz developed a concept for a seminar with a mix of instructions, film, reflection exercises, and a specially designed service game that made it clear how all employees influence the good customer experience.

To make sure the participants had an engaging and diverse experience, Workz and DSB HR & Competence put together a program that varied between instructions, film, the service game and reflection exercises. The point of reference was a service dilemma game that drew a picture of how the travel experience of three customers was affected by the choices of different employees in a series of dilemma situations.

The cooperation with Workz has been successful beyond expectation and is characterized by creativity, equality and, not least, a great amount of flexibility

The dilemma situations were described so they partly represented a wide selection of different DSB employee groups, and partly focused on the fact that it is not just the efforts of the front staff that has an affect on the customer experience. Apart from taking care of the customer experience the participants also had to consider how their choices matched the DSB strategy.

With this double focus the participants familiarized themselves with customer focus, DSB strategy as well as the overall business focus. Furthermore, to enhance this effect, we designed a series of reflection exercises that allowed the participants to tie the points of the game to their own experience.

“The cooperation with Workz has been successful beyond expectation and is characterized by creativity, equality and, not least, a great amount of flexibility from Workz. The result was an excellent workshop with lots of variation that speaks to the many different types of employees we have in DSB”  says Nina Westergaard Training Consultant, DSB