Resetting bus driver customer service
Transport for London
Internal Communications & Employee Engagement
Creating a step-change in the way that bus drivers interact with their customers.
We were tasked by TFL to create a step-change in the way that its bus drivers interact with customers after a rise in complaints.
Our frontline campaign needed to create a sense of pride in the job and inspire their commitment to always try to do the right thing for customers.
Most of TFL’s bus drivers had attended a customer service training course in which character actors played out a series of challenging scenarios experienced by many bus drivers in a typical working day.
This was an
Internal communications & Employee engagement
Project for Transport for London