ACTORS have been brought in to help a train operator learn how to deal with difficult passengers.

Swindon-based training provider Train4change Ltd brought in the actors as part of a project with Hull Trains.

Through a series of training exercises, employees of Hull Trains were invited to observe the quality of customer service within their own organisation, as professional actors were used to recreate scenes which the rail staff could relate to on a day-to-day basis.

Actors took on the roles of difficult customers, enabling staff to observe and appreciate their colleague's strengths and weaknesses in handling typical customer relation flashpoints.

Train4change managing director Paul Hargeaves said: "Using actors to replicate real life on-board train situations allowed the company's employees to practise and develop their customer service in the safety of the training room.

"Most people who attend training fully understand the logical need to do some things differently. However they don't start to change their behaviour until they feel this need, and respond emotively.

"What we do is provoke an emotive response in the delegates, and then coach them to establish exactly how they can behave differently.

"They then demonstrate their new skill in the safety of the training environment."

Paul Lakin, Hull Trains commercial manager, said Train4change's creative approach was useful.

"Well-planned and delivered training is a great investment and it shows customers that we really do have them at the forefront of our mind," he said.

Train4change Ltd, which is based in Purton, was launched in 2000 by Mr Hargreaves and Sarah de Brion, whose expertise includes traditional retail, training and management skills, combined with theatrical flair and creativity.

Other clients currently include Nokia, the National Express group and Avon and Somerset Police.

Mr Hargreaves added: "We were keen to work with Hull Trains as they are a new rail company who, like us, are only three years old.

"We knew they would benefit from our interactive approach."