Rail & Public Transport
Station & Customer Services skills assessment
Station and guard staff are the face of the railway. This scorecard covers customer help, safety, platform management, information and emergency response.
- 12 skills to score
- 1–10 scale on every skill
- 6 starting levels
The 12 Station & Customer Services skills you can score
These are the default Station & Customer Services skills in SkillScorer. Each one is scored from 1 to 10 for every employee, and you can edit, remove or add skills at any time.
Customer Information and Assistance
Provides accurate information and helps passengers with tickets, directions and connections.
Platform and Train Dispatch Safety
Manages platform safety and dispatches trains following procedure.
Disruption Communication
Informs passengers quickly and clearly about delays and alternatives.
Ticketing and Fares
Sells and checks tickets and explains fares.
Accessibility and Vulnerable Passengers
Assists passengers with disability and those who are vulnerable.
Emergency and Evacuation Procedures
Follows emergency and evacuation procedures.
Conflict De-escalation
De-escalates conflict and antisocial behaviour.
Station Cleanliness and Safety Checks
Checks the station regularly for cleanliness and hazards.
Security and Suspicious Item Awareness
Recognises and reports security concerns and suspicious items.
Radio Use
Uses radios correctly to communicate with control and colleagues.
Teamwork
Works together with station and operations staff.
Presentation
Presents professionally in uniform and manner.
Levels included with Station & Customer Services
Station & Customer Services starts with 6 levels, which SkillScorer calls “Grade” for rail & public transport, so employees can be grouped and compared fairly. Rename, reorder or replace them at any time.
- Trainee
- Qualified
- Senior
- Trainer
- Team Leader
- Manager
How Station & Customer Services works in SkillScorer
Score
Each employee in a depot is scored on the Station & Customer Services skills in the Skills Matrix: tap a cell, type a score, and it saves itself.
Compare
Rank employees, compare two side by side, or compare your depots against each other to see exactly where the strengths and gaps are.
Track
Scores are kept year after year, so you can see who is improving and which Station & Customer Services skills need attention. Reports also follow each team leader's depot.
Station & Customer Services scorecard: common questions
What skills does the Station & Customer Services scorecard include?
SkillScorer's Station & Customer Services scorecard covers 12 skills: Customer Information and Assistance, Platform and Train Dispatch Safety, Disruption Communication, Ticketing and Fares, Accessibility and Vulnerable Passengers, Emergency and Evacuation Procedures, Conflict De-escalation, Station Cleanliness and Safety Checks, Security and Suspicious Item Awareness, Radio Use, Teamwork and Presentation. Each one comes with a written description of what it measures, and you can edit, rename, remove or add skills to suit your organisation.
How are employees scored in Station & Customer Services?
Every employee is scored from 1 to 10 on each skill (1 = Poor, 5 = Average, 10 = Elite), one depot and year at a time. Scores autosave in the Skills Matrix, and the 18 built-in reports turn them into rankings, radar charts, skill gaps and year-on-year trends.
Which levels come with Station & Customer Services?
Station & Customer Services starts with these levels (called “Grade” in the app): Trainee, Qualified, Senior, Trainer, Team Leader and Manager. They are just a starting point, so you can rename, reorder or replace them.
Can I change the Station & Customer Services skills and wording?
Yes. The skills, levels and labels are all editable per organisation. In rail & public transport the app talks about employees, depots and team leaders, and you can change any of those words too.
Score Station & Customer Services with SkillScorer
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