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.

The training course’s characters, Bee and Tee, proved so popular with the bus drivers that we invited the actors playing them to star in our film and poster campaign.

At the heart of the campaign was a series of short films in which Bee and Tee reflected on a stressful day on the buses over a cup of tea in a cafe musing over how they could have handled each situation better.

This was an 

Internal communications & Employee engagement

Project for Transport for London

Learn more about Employee Engagement

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