Commit to Customer ServiceClick here to open video file for this activity

Gap-fill exercise

Fill in all the gaps, then press "Check" to check your answers. Use the "Hint" button to get a free letter if an answer is giving you trouble. You can also click on the "[?]" button to get a clue. Note that you will lose points if you ask for hints or clues!
Operational employees who towards creating a shared understanding help to a positive customer experience and safe, efficient outcomes. Shared understanding avoids , misunderstandings and errors. Communication errors can contribute to safety consequences in a rail environment.
Effective builds situational awareness and enables more decision making. It builds trust and and helps people to feel involved and consulted, which contributes to and motivation.