Testimonial
VLine - 6 October 2004
This letter is to confirm that Victor Robb has provided V/Line
Passenger with Conflict Management training for the past five years.
In that time he has been responsible for training our newly
recruited Conductor groups in skills with dealing with customers
that use our services.
His training sessions cover how to maintain personal safety, enhance
professionalism, reduce stress, both on the job and at home, reduce
customer complaints, and how to enhance customer service and community
contact.
Victor's experience and knowledge in training in the public transport
industry is very solid, as he understands the needs of our employees
as well as the needs of our customers. Feedback from V/Line employees
on Victor's presentation style and ability to identify with the
training groups has always been positive. I have personally taken
part in his sessions and was impressed by his knowledge of managing
conflict within the industry, and his ability to apply this knowledge
in a suitable and practical manner.
As a regular user of public transport in Victoria (both regional
and metropolitan), Victor is constantly providing us with feedback
on what he observes in the field and how we can improve staff training
and effectively manage key issues as they arise.
We have also engaged with Victor to provide one-on-one coaching
for employees that have had specific issues with customers. Feedback
from their direct supervisors afterwards has always been positive,
as previous behaviour has markedly changed.
I am more than happy to recommend Victor as an effective training
provider for the public transport industry. He is very committed
and passionate about his topic content and is always prepared to
provide extra support and advice.
Should you require further information, please do not hesitate
to contact me or my colleague, Sabitha Naidu, on (03) 9619 5900
Yours Sincerely
Halide Mrkic
Training & Development Coordinator
Human Resources Department
 VLine
National
Safety Council
Yarra
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