Cheering up the ticket vendors

It is hoped that over 1,600 of PKP's often weary and hostile cashiers will transform into understanding and helpful employees as a result of the largest training in the history of PKP.

At a cost of zł.2.2 million, PKP will train 1,643 of its cashiers and ticket controllers. PKP admits that in comparison to the total number of employees having some contact with passengers, around 15,000, 1,643 is only a small fraction, but stresses that this group is made up mostly of employees servicing clients on a regular basis.

Among other things, PKP employees will learn how to recognize customer needs, communicate with the client, and behave in an emergency.

"About one fourth of all the course classes will be devoted to servicing foreigners," says Michał Wrzosek, PKP's spokesperson.

The training will also consist of practical workshops, and role play exercises simulating difficult situations. The performance of every single trainee will be carefully assessed.

The program, which has already started, will last until March 2008.