Travel center journeys to better performance : Training transforms employees' attitudes and approach

Purpose – Describes an award‐winning training program for call‐center and counter employees at the Nottingham City Transport travel center, UK. Design/methodology/approach – Presents the reasons for the training, how it was devised and delivered, and the results obtained. Findings – Reveals that improvements in flexibility have enabled easier staff cover and extended opening hours in response to customer need; sickness absence fell by 20 percent in a year and more than 40 percent over two years; staff‐turnover rates dropped from 26.6 percent to less than 9 percent; and the working environment is much happier and more co‐operative. Practical implications – Presents valuable lessons for many types of service organization. Originality/value – Describes how training can be used to support organizational change, including change in an organization's culture.