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Go-ver'nrm€nt of India (Bharat Sarka,r) t*i*iistry of Rdlways (RaiI Ma,ntralaya) (Railwa,y Board)
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RBE No. 9,,3t20t5 NewDelhi, dated| 9.03.2015
No. E(MPP)nalSBft GeneralManagers All Indian Railwavs Sub:- SnecialTrainine Mod
ZonalRailwaysare awaxethat training on customercareto fiontline staff of all Indian $ailways was being imparted at the CustomerCare Training Centre,New Delhi and other ZonalRailway Training Institutes. In the context of providing greaterthrust towardscustombrsatisfactionand the need to focuson customeras our principle client, ithas beendecidedthat all froatline staff.directlv dealing with customers,should be exposedto specialtraining modules'on:soft skills as announced in Budget2A15-76. Accordingly, .ail General Managersare advised to arange this training. In case necessary,tie up with professionalTraining Institu.tions/SoftSkitl Experts etc.,.can be resortedto for startingsoft skills traffig for all'frontline staff:Necessaryl,tie,up asmentioned abovemay be finalized within u *otttl and'trainingon soft sHffs f" SturteAirnnrediately ----' thereafter.No exemptionshouldbe grantedfrom attendance in this trainingp."gtuio-;. As regardsbatchsize,thenoinimumbatchsizeshouldbe'30,howeverwherevermore numberis proposedto be coveredirl'a batch,the,sameshouldbe deiided in consultationwith the Trainer' This haining should be startedin ZonalRailway Trainine Institutesor MultiDisciplinaryTraining Centresor other Main Training Centres,whereir frontline rtuf *" Uejl9 sentfor initial/refreshercourses.The soft skili training prograrnrneshould be for ,a mininrumdtration of 3 days. Oncethe training partneris aJciOeA-and the:triining;n.soft skill started,a copy of the samemay be endorsedto Railway Board for informationand record. As regardsthe number of traineeswho have been trained, a monthly statement showingthe Jategoriesof ftontline staff and the numbet;;nr;;;';;ril;il.have to,be sentto theBoardon a continuingbasistill all frontlinestaff arecovered. Kindty acknowledgereceiptof this letter.
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Naionol Federntiott of Indian Railwaymert (N.F.l'R) 3, Chelmsford Road, New DelhL
ExecutiveDirector (Trg.&MPP) Board
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