Immersive technologies are changing how we develop the skills of our people and our supply chain partners to carry out their daily jobs. Virtual reality (VR) and augmented reality allow us to safely carry out training away from our busy road network.
We’re introducing scenario-based VR training for our on-road traffic officers. It helps bring to life customer service scenarios that they are likely to experience when out on our network. When officers put on the VR headset, they’ll be immersed in scenarios that have been carefully curated using real customer feedback and the help of specialist advisors in areas such as disability. The training will help to develop their customer service skills, including asking the right questions, empathy, listening and conflict avoidance.
Our traffic officers are world-class at managing incidents and keeping people safe. This training will highlight the importance of considering circumstances from the perspective of our customers; recognising where people may be anxious or vulnerable and providing the right support to improve their experience.