<P>Leeds CyclePoint requires operational excellence and multi-skilled customer service The Leeds CyclePoint project group visited the Netherlands in May 2010 to gain insights into the customer service and operational skills required to run their new service. The group toured similar facilities at major Dutch stations and experienced ?rst hand the importance of multi-skilled staff competent in both ‘back office and ‘front of house services. Individuals have to be capable of a full range of duties from cycle repair and administration through to equipment/cycle sales and assisting customers with storage. It was very noticeable to the group that customers entering the Dutch facilities were dealt with immediately and rapidly by staff to ensure they had time to catch their trains. Among those visiting the Netherlands were senior managers and operational staff from Evans Cycles who operate Leeds CyclePoint. They were shown three stations: Naarden-Bussum, Leiden and Hilversum. One has cycle storage/repair facilities which are staffed during opening hours, one has facilities staffed 24/7 and one has facilities staffed during an extended peak period with an automated service the rest of the time. Leeds CyclePoint will be open from 6am to midnight and staffed between 7am and 7pm, so the project group wanted to learn about the full range of staffed and unstaffed options employed by Netherlands Railways (NS). CyclePoint staff work in an environment which combines the skills of high street and railway retailing, said Peter Lensink, Head of Business Development UK at Abellio. It was very bene?cial for senior and operational staff from Evans and Northern to see how NS manages these demands. Northern Rail Project Manager Don Jary thought the visit was hugely bene?cial to planning and implementing the service at Leeds. We were able to see in practice the ticketing, information and access arrangements, and how customers were served in an established and successful operating environment, he said. Together with Evans Cycles, we drew on a number of proven best practice solutions and modi?ed them for use in Leeds. Exchanging Best Practice, bringing the Dutch concept to the UK</p> <UL><LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/1/1/">Front-Cover</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/2/2/">Inside-Front-Cover</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/3/3/">Page-3</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/4/4/">Page-4</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/5/5/">Page-5</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/6/6/">Page-6</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/7/7/">Page-7</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/8/8/">Page-8</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/9/9/">Page-9</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/10/10/">Page-10</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/11/11/">Page-11</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/12/12/">Page-12</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/13/13/">Page-13</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/14/14/">Page-14</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/15/15/">Page-15</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/16/16/">Page-16</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/17/17/">Page-17</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/18/18/">Page-18</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/19/19/">Page-19</a></LI> <LI><a href="http://www.stallionpublishers.com/publication/1588/lpzzdhpvl/20/20/">Back-Cover</a></LI> <LI><a href="http://www.stallionpublishers.com/publications/1588/x/sitemap.xml" target="_blank">site map</a></LI> </UL>

 

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