scope:

This Standard applies to all London Underground operational staff on duty, or London Underground non-operational staff on duty in an operational environment, unless explicitly stated otherwise in an individual requirement.

This Standard describes general aspects of

• Staff behaviour general;

• Knowledge and skills general;

• Staff behaviour on the ticket gateline.

This Standard is supported by further information that shall be contained in more specific procedural documentation and management instructions.

This Standard addresses and supports customer service delivery issues:

• Staff;

• Customer facing staff; and

• Staff knowledge and behaviour;

In so far as they relate to customer facing staff behaviour, skills and knowledge.

This Standard shall be enforceable from.

Purpose

The purpose of this Standard is to define the general requirements for customer facing staff. This Standard should be used in conjunction with related procedures when producing detailed advice for London Underground Limited (LUL) staff.