empowering staff: enabling passengers

1. empowering staff: enabling passengers ian morgan, deputy chairman, wellglade

2. wellglade • trentbarton(255) - the really good bus company • kinchbus(30) • notts+derby(65) • door2door(19) • tm travel(75) • high peak (50%) • tramlinknottingham (12.5%)

3. 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

4. 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

5. 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

7. mentoring • mentors – carefully selected and trained • buddy for life • first week fear • tricks of the trade

8. 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

9. audit, motivate, reward

10. 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……….