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Scott Cullen

Govia Thameslink Railway

Customer Service Coach

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Are you sitting comfortably…



I am in the process of designing a customer service programme for our Train Driver population and whilst I have much of the content in place, I have come to a bit of a block with the start of the session.

Previously I have used the INTRO (Interest, Need, Title, Range, Objectives) acronym when starting a session and I am looking for something like a short story which I can use to create the interest at the start of the session.

Do you have anything which I could use? Something that focuses on making people aware of the bigger picture or internal customers.

All thoughts welcome.

One Response

  1. Story

    Hi Scott,

    Last year I delivered a customer service package for our road haulage drivers who have very little experience of customer service. I started with a story about how I was in my local supermarket and when I got to the till the assisstant looked at me and said "yeah!". I asked for what I wanted and the assistant put it on the counter and said "£2.20". I handed over £3 and the assistant put the change in my hand without saying another word. I then said to the assistant "did you sue them" and when she said "who?" I repled, "the charm school!"

    She actually looked shocked whne I said this as though the way she had behaved was perfectly reasonable!

    I went from that story to asking each of the candidates to think of a similar situation they have been in and asked them to think about how they felt at the time. I found this helped drive home the importance of the message I was delivering.

    Hope this helps,


Author Profile Picture
Scott Cullen

Customer Service Coach

Read more from Scott Cullen

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