Abstract
PurposeDescribes how Translink Metro, which runs the buses in Belfast, improved customer service through an award‐winning training scheme where actors posed as passengers.Design/methodology/approachOutlines the reasons for the program, the form it took and the results it achieved.FindingsExplains that, following the program, passenger complaints dropped by 30 percent, the number of compliments for good customer service doubled and passenger numbers increased by 2 percent a year, despite recession.Practical implicationsFocuses not on skill provision per se but on sharing understanding, agreeing the ways of handling different situations and the behaviors to consider when reacting.Social implicationsHighlights the role of customer‐service training for bus drivers and inspectors in helping to make Belfast a more attractive place for tourists and inhabitants alike.Originality/valueReveals how the power and passion of art can help to make more fulfilled, rounded employees, and so improve business performance.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callSimilar Papers
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
