DLR:
WorldHost Case Study

Serco maintains and operates the Docklands Light Railway (DLR) in the Eastern part of London. The DLR was in the frontline of spectator transportation for the London Olympics and Paralympics  in 2012, with stations at Stratford and Excel.

Serco put around 500 customer-facing staff through the WorldHost ‘Principles of Hosting’ programme in preparation for the Games, including (on train) Passenger Service Agents and (on platform) Crowd Control Managers.

Capela Training was part of a team delivering this course to newly appointed DLR Crowd Control Managers and Customer Service Advisers in preparation for their vital role in transportation during the Olympics.

The organisation of transport for the 2012 London Olympics was a huge success and customer service standards were widely praised around the world.