Customer first

Our customers include people travelling on trains, our colleagues and stakeholders.

Great customer service means being friendly, going out of your way to solve customers’ problems and answering their questions clearly.


On this page, you will find resources to learn about:

Our Customer Service Model to deliver safe, customer focused, reliable and clean services
Using your iPhone to make your job easier
Assisting customers with disabilities.

Our Customer Service Model

The Customer Service Directorate (CSD) delivers quality and consistent day-to-day customer service by providing visible and empowered staff, accurate and timely information, a safe and secure journey and clean, well-maintained stations.

A key focus for the directorate is to continually improve our customer satisfaction results to meet the standards our customers expect. To embed a sustainable customer-centric model, a significant shift is required to realign our focus from 'moving trains' to 'moving customers'.

Our Customer Service Principles

Our customers tell us that our service is improving but we want to improve even more. We need to get it right for them, every time.

That’s why we have the Customer Service Principles. These principles help us all to provide excellent customer service every day.

Visit the Sydney Trains Intranet to learn more about our Customer Service Principles.


Assisting customers with disabilities

Everyone benefits from accessible journeys and services. It enables participation in employment, education and recreation.

Whilst there are still gaps in our ability to provide a completely accessible journey, each of you as staff members have the opportunity to bridge this gap through your customer service skills.

Whilst some journey elements may not be in your control, you can make an impact in how you respond and accommodate those things that will make a difference to the accessible journey of our customers. For example, you may not be able to control a lift being out of order but you can report it quickly, advise customers that it is out of order and assist customers to find alternative routes.

In this same way, you might not always have the answer to a question or situation but you should be able to know who to contact in order to find out the answer.

Watch the video below to learn about how to assist customers with Guide Dogs.


Watch the video below to learn about how to assist customers with dementia.

Visit the CSA Program Learning Resources Hub to access more resources about disability awareness.


Using your iPhone

Sydney Trains is committed to giving you tools to make your job easier and providing you with real-time information. Use the guides below to learn how to use your iPhone to make your job easier.

iPhone new starter briefing (PDF, 1.5MB)
iPhone 6 Plus - Quick start guide (PDF, 173KB)
iPhone 7 Plus - Quick start guide (PDF, 147KB)
iPhone apps for customer service (PDF, 539KB)


Visit the CSA Program Learning Resources Hub to access more resources about using your iPhone.


Our customers include people travelling on trains, our colleagues and stakeholders.

Great customer service means being friendly, going out of your way to solve customers’ problems and answering their questions clearly.


On this page, you will find resources to learn about:

Our Customer Service Model to deliver safe, customer focused, reliable and clean services
Using your iPhone to make your job easier
Assisting customers with disabilities.

Our Customer Service Model

The Customer Service Directorate (CSD) delivers quality and consistent day-to-day customer service by providing visible and empowered staff, accurate and timely information, a safe and secure journey and clean, well-maintained stations.

A key focus for the directorate is to continually improve our customer satisfaction results to meet the standards our customers expect. To embed a sustainable customer-centric model, a significant shift is required to realign our focus from 'moving trains' to 'moving customers'.

Our Customer Service Principles

Our customers tell us that our service is improving but we want to improve even more. We need to get it right for them, every time.

That’s why we have the Customer Service Principles. These principles help us all to provide excellent customer service every day.

Visit the Sydney Trains Intranet to learn more about our Customer Service Principles.


Assisting customers with disabilities

Everyone benefits from accessible journeys and services. It enables participation in employment, education and recreation.

Whilst there are still gaps in our ability to provide a completely accessible journey, each of you as staff members have the opportunity to bridge this gap through your customer service skills.

Whilst some journey elements may not be in your control, you can make an impact in how you respond and accommodate those things that will make a difference to the accessible journey of our customers. For example, you may not be able to control a lift being out of order but you can report it quickly, advise customers that it is out of order and assist customers to find alternative routes.

In this same way, you might not always have the answer to a question or situation but you should be able to know who to contact in order to find out the answer.

Watch the video below to learn about how to assist customers with Guide Dogs.


Watch the video below to learn about how to assist customers with dementia.

Visit the CSA Program Learning Resources Hub to access more resources about disability awareness.


Using your iPhone

Sydney Trains is committed to giving you tools to make your job easier and providing you with real-time information. Use the guides below to learn how to use your iPhone to make your job easier.

iPhone new starter briefing (PDF, 1.5MB)
iPhone 6 Plus - Quick start guide (PDF, 173KB)
iPhone 7 Plus - Quick start guide (PDF, 147KB)
iPhone apps for customer service (PDF, 539KB)


Visit the CSA Program Learning Resources Hub to access more resources about using your iPhone.


Page last updated: 17 June 2020, 09:29