Welcome to the Customer Experience Marshal Program

Congratulations

Congratulations on starting your new role as a Customer Experience Marshal (CXM) or Senior Customer Experience Marshal (SCXM) with Sydney Trains!

We are excited to have you onboard.

About the Customer Experience Marshal (CXM) Role

The CXM role is responsible for providing a high level of customer service, aimed at improving the customer’s travel experience across all modes of public transport. As well as ensuring the safety of our customers by providing crowd management duties, monitoring customer flow and taking the necessary corrective action to maximise customer convenience.


About the Senior Customer Experience Marshal (SCXM) Role

It is the role of the SCXM to lead a team of Customer Experience Marshals to deliver high level of customer service, aimed at improving the customer’s travel experience across all modes of public transport. As well as ensuring the safety of our customers by providing crowd management duties, monitoring customer flow and taking the necessary corrective action to maximise customer convenience.


Your Learning Pathway

We have designed a two week Program that will equip you with the knowledge and skills to confidently provide exceptional customer experiences.

The Program has three key themes:

  • Customer Advocates
  • Safety Champions
  • Team Player

The Program has three key strategic pillars:

  • Customer at the Centre
  • Safety at the Core
  • People at the Heart.


The Learning Hub

This Learning Hub is designed to support you through your learning pathway to becoming a CXM at Sydney Trains.

Click on the below links to download course materials including PowerPoint Presentations, Participant Workbooks, videos and Quick Reference Guides.


Team Player

Customer Advocate
CEM02C Setting you up for success
CEM03C Exceptional customer service and experience
PowerPoint PresentationPowerPoint Presentation
CEM09C Practice makes perfect
CECM04C Customer engagement & crowd management
PowerPoint Presentation


CEM05C Travelling in my customer's shoes
There are no resources available for this course.




Safety Champion

CEM07C Keeping our customers safe

MCB03C Managing challenging behaviours
COVID-19 Physical Distancing CMP Circular Quay
PowerPoint Presentation
Participant Workbook
Cronulla Summer CMP





Operational Readiness Plan - NRL Grand Final


EDR01 Emergency door release

CEM06C Reporting and intelligence
Participant HandoutPowerPoint Presentation









EHT01B Escape Hide Tell

SHM04E Report an incident
PowerPoint Presentation
Login to Equip and complete SHM04E
CEM09C Effective communication
SHM05E Report unsafe conditions
PowerPoint Presentation
Login to Equip and complete SHM05E
CSD02 Security awareness and action
REM01B Rail emergency management
PowerPoint PresentationPowerPoint Presentation
Participant WorkbookParticipant Handout
FAQ

















CEM04C COVID safety
STDA01B Duress alarm
PowerPoint Presentation
PowerPoint Presentation
Current NSW Health Guidelines
Quick Reference Guide
Randwick Council Website
Waverley Council Website
Woollahra Council Website
Beachsafe App


FAQ


COVID Stay Informed Page


WX93E Automated external defibrillator

CEM08C Personal safety strategies
This is an externally delivered online course.
Refresh your knowledge using the resources below.

This is an externally delivered course.
There are no resources available online.

SM34E Hazardous manual tasks
Login to Equip and complete SM34E
Quick Reference Guide


















Leading high performing teams
Leading High Performing Teams PowerPoint Presentation
Emotional Intelligence PowerPoint Presentation

Leaders Guide to Coaching
















Congratulations

Congratulations on starting your new role as a Customer Experience Marshal (CXM) or Senior Customer Experience Marshal (SCXM) with Sydney Trains!

We are excited to have you onboard.

About the Customer Experience Marshal (CXM) Role

The CXM role is responsible for providing a high level of customer service, aimed at improving the customer’s travel experience across all modes of public transport. As well as ensuring the safety of our customers by providing crowd management duties, monitoring customer flow and taking the necessary corrective action to maximise customer convenience.


About the Senior Customer Experience Marshal (SCXM) Role

It is the role of the SCXM to lead a team of Customer Experience Marshals to deliver high level of customer service, aimed at improving the customer’s travel experience across all modes of public transport. As well as ensuring the safety of our customers by providing crowd management duties, monitoring customer flow and taking the necessary corrective action to maximise customer convenience.


Your Learning Pathway

We have designed a two week Program that will equip you with the knowledge and skills to confidently provide exceptional customer experiences.

The Program has three key themes:

  • Customer Advocates
  • Safety Champions
  • Team Player

The Program has three key strategic pillars:

  • Customer at the Centre
  • Safety at the Core
  • People at the Heart.


The Learning Hub

This Learning Hub is designed to support you through your learning pathway to becoming a CXM at Sydney Trains.

Click on the below links to download course materials including PowerPoint Presentations, Participant Workbooks, videos and Quick Reference Guides.


Team Player

Customer Advocate
CEM02C Setting you up for success
CEM03C Exceptional customer service and experience
PowerPoint PresentationPowerPoint Presentation
CEM09C Practice makes perfect
CECM04C Customer engagement & crowd management
PowerPoint Presentation


CEM05C Travelling in my customer's shoes
There are no resources available for this course.




Safety Champion

CEM07C Keeping our customers safe

MCB03C Managing challenging behaviours
COVID-19 Physical Distancing CMP Circular Quay
PowerPoint Presentation
Participant Workbook
Cronulla Summer CMP





Operational Readiness Plan - NRL Grand Final


EDR01 Emergency door release

CEM06C Reporting and intelligence
Participant HandoutPowerPoint Presentation









EHT01B Escape Hide Tell

SHM04E Report an incident
PowerPoint Presentation
Login to Equip and complete SHM04E
CEM09C Effective communication
SHM05E Report unsafe conditions
PowerPoint Presentation
Login to Equip and complete SHM05E
CSD02 Security awareness and action
REM01B Rail emergency management
PowerPoint PresentationPowerPoint Presentation
Participant WorkbookParticipant Handout
FAQ

















CEM04C COVID safety
STDA01B Duress alarm
PowerPoint Presentation
PowerPoint Presentation
Current NSW Health Guidelines
Quick Reference Guide
Randwick Council Website
Waverley Council Website
Woollahra Council Website
Beachsafe App


FAQ


COVID Stay Informed Page


WX93E Automated external defibrillator

CEM08C Personal safety strategies
This is an externally delivered online course.
Refresh your knowledge using the resources below.

This is an externally delivered course.
There are no resources available online.

SM34E Hazardous manual tasks
Login to Equip and complete SM34E
Quick Reference Guide


















Leading high performing teams
Leading High Performing Teams PowerPoint Presentation
Emotional Intelligence PowerPoint Presentation

Leaders Guide to Coaching
















Page last updated: 05 February 2021, 11:30