Customer assistance cadre for Delhi Metro

The Delhi Metro Rail Corporation is creating a special cadre of customer relations assistants to respond to commuter enquiries and suggestions at Metro stations.

A batch of 86 officials will be trained in spoken English and communication skills,and will be deployed at customer care centres soon. We have already begun the process of recruiting another 192 assistants for the second batch,as the number of Metro stations will go up to 144 after the completion of Phase-II,as against the 67 at present, Anuj Dayal,DMRC spokesperson,said.

A rigorous eight-week training course is being organised at the Metro Training School at Shastri Park,during which a specialised agency will impart training in customer care,communication skills,handling public complaints,behavioural management,team building and spoken English.

The officials will also be trained in station management,travel rules of the DMRC,handling of automatic fare collection systems,use of elevators and escalators,first aid,fire fighting,disaster management,rescue operations and computers, Dayal said.

Currently,the Customer Care Centres at Metro stations are being manned by junior station controllers. The need for a specialised cadre of customer relations assistants arose as the Metro carries an average of 8.5 lakh commuters every day on its operational network spanning 74.56 km. This number is expected to go up to 20 lakh when Phase-II is completed by the time the Commonwealth Games are held in October next year. The Metro network will also expand to cover 190 km, Dayal said.

A large number of foreign visitors,expected to use the Metro during the Games,will benefit from the customer relations assistants, he said.

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