empowering staff: enabling passengers

ian morgan, deputy chairman, wellglade

wellglade

• trentbarton(255) - the really good bus company

• kinchbus(30)• notts+derby(65)• door2door(19)• tm travel(75)• high peak (50%)• tramlink nottingham (12.5%)

recruit the right people

• we don’t want bus drivers• we want people people• teach anyone how to drive• psychometric tests• personality• wary of recruiting pcv holders• one in ten

the really good academy

• meet the md• customer service emphasis• be a customer for a day• keep them out of the cab• cpc• role play

key issues

• its your mum• its your company• brand teams• you’re never wrong if customer is

happy• empowered• no quibble, on the spot, money back

guarantee for any reason

mentoring

• mentors – carefully selected and trained

• buddy for life• first week fear• tricks of the trade

auditing

• no quality control, no quality• independent mystery customers• minimum four audits per driver• 39 items• 14 driver related• every audit discussed• driver of the month, driver of the

year

audit, motivate, reward

training never stops

• cpc• brand refresh• brand relaunch• opportunity to retrain and update• customer service improves, customer

expectations rise, more training needed, customer service improves……….