London (UK), November 2008 - The 'You Are the Difference' campaign aims to assist Metro and Ulsterbus staff in delivering high levels of customer satisfaction by offering tips and techniques and using driver and passenger feedback to boost service standards.
In developing -˜You Are the Difference', Echelon Learning, the initiative's designers, took over seventy bus trips in Belfast, interviewed more than 100 passengers, and also spoke at length to Ulster Bus and Metro staff.
Just three months since its launch, there has already been an increase of over 35 per cent in the numbers of compliments received from passengers about Metro and Ulsterbus drivers. Moreover, customer care-related complaints from passengers have fallen by 36% over the same period.
According to Billy Gilpin, Central Area Operations Manager, the initiative is much more than just a routine training exercise: "These latest results are extremely encouraging and demonstrate just how successful the campaign has been to date.
"'You Are the Difference' enables effective three-way communication between local bus drivers and inspectors, management, and passengers. It empowers staff by providing a platform for constructive feedback on performance and allows them to suggest ideas for positive change. The project not only helps staff improve their customer care techniques but also educates passengers on how they can help us to help them."
Approximately 700 drivers and 70 bus inspectors, supervisors, and managers have experienced 'You Are the Difference' training to date. The training consists of a series of role plays in which staff interact with professional actors in a range of typical scenarios and requires role improvisation under the direction of the trainee audience.
"The technique of simulating real-life situations really helps to communicate key campaign messages clearly to our staff. The feedback so far has been very positive-, continued Mr Gilpin. "They have found it enjoyable, informative, and a great tool for idea generation. We are looking forward to continuing to rollout the initiative and implement many of the good ideas that have been identified."
Mr Gilpin concluded that learning through observation and focusing on meeting the needs and expectations of both staff and passengers is key to building a more sustainable and successful business.
