A pioneering customer service course, established in 2017 for bus drivers, has helped reduce complaints and drive up passenger numbers and satisfaction levels for bus services in the Liverpool City Region.
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As part of the Liverpool City Region Bus Alliance, Merseytravel, Arriva and Stagecoach have jointly developed the bespoke training course, supported by More than £100,000 from the Liverpool City Region Combined Authority.
The training also helps raise awareness of the specific needs associated with autism and dementia.
Since the training was introduced, complaints relating to driver attitude on Stagecoach has dropped by 17%, and by 20% on Arriva.
