Managing change on Belfast's bus service
You Are the Difference – Belfast Bus Drivers gain a new perspective and added self- respect
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Business Challenge
Belfast’s transformation to a modern city at the epicentre of Northern Ireland’s tourism drive was the spur to change the way their bus drivers went about delighting their passengers. Putting a smile on the face of this aspect of Belfast and radically raising customer satisfaction levels were the challenges faced in delivering this culture change initiative.
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Echelon’s Solution
Based on customer feedback, Echelon created a sense of theatre using actors to role play key customer interactions, seeking driver feedback on how to best handle these scenarios. Drivers were offered a range of behaviours from which to select, based on a framework using a traffic lights metaphor. The collated responses became owned by the drivers as the new service standards of the organisation.
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Key Benefits
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Customer compliments significantly up, customer complaints significantly down.
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Driver ownership of the initiative universal and enthusiastic recognition of the importance of their role in Northern Ireland’s tourism drive.
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Increase in passenger numbers outweighed initial investment.
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Echelon, Angles House, 210 Sheen Lane, London SW14 8LB; 020 8274 9965