The Metropolitan Transportation Authority is a public benefit corporation responsible for public transportation in New York. It is the largest public transit authority in the United States. Over 8.5 million people ride it each day, and over 2.5 billion each year.
MTA had observed the work Alchemist delivered for London Underground and wanted a similar programme for all 300 Platform Controllers across their network.
The programme was to allow station staff the opportunity to practice their engagement with the most challenging customer types. And as a result build brand loyalty through the Customer Ambassador Scheme.
Alchemist designed a two-day programme to allow station staff to practice and develop their skills in a safe and productive environment.
Day One was orientated around real-life stories and the customer’s perception of the MTA and its staff. Participants engaged with recreations of their most challenging customers and were assisted in how to inform and support.
Day Two focused on recognising emotional and physical triggers. And how to reset to neutral. This was done with simulations of different customers, as well as managers and other train operators.
Alchemist trained all 300 staff. The programme was then rolled out to 400 Station Agent. And subsequently rolled out to another 150 Wayfinders.
In particular participants reported the value in having practice in difficult situation without real-life consequences.