Learning specialist Echelon’s consulting division has switched trains for buses in its latest signing to improve customer service for transport providers.
The company has been appointed to undertake a Culture Change Programme for bus drivers and inspectors employed by Belfast’s transport provider, Ulsterbus, in a bid to heighten recognition and loyalty for its Metro brand through an improved service offer.
The programme, which is already underway with passenger and staff research, will employ actors to assist in live and recorded role playing scenarios to help meet Metro’s bid for bridging a perceived communications gap between its public and crews.
The methodology has been used successfully by Echelon on behalf of London & Continental Railways for the recruitment and induction of customer service personnel at London St Pancras and Ebbsfleet international stations, where mobile learning formed an innovative element of the programme.
Echelon has been enjoying significant increased demand for its services from both commercial and public sectors over the past 12 months.
London Overground Rail Operations (LOROL), recently appointed to the old Silverlink franchise, has commissioned a staff survey to be carried out by Echelon with a view to determining issues to be addressed in a radical transformation of service performance.
Westminster City Council’s planning department has recently launched an online 360 degree performance review system. This makes use of Echelon’s technology and the company’s heightened awareness of planning related performance issues from an ongoing five-year publishing relationship with the Royal Town Planning Institute.