Theater techniques put Translink on route to better customer service: Role‐plays change the mindsets...
Theater techniques put Translink on route to better customer service: Role‐plays change the mindsets of bus employees
About this item
Full title
Author / Creator
Publisher
Bradford: Emerald Group Publishing Limited
Journal title
Language
English
Formats
Publication information
Publisher
Bradford: Emerald Group Publishing Limited
Subjects
More information
Scope and Contents
Contents
This article describes how Translink Metro, which runs the buses in Belfast, improved customer service through an award-winning training scheme where actors posed as passengers. It outlines the reasons for the program, the form it took and the results it achieved. The article explains that, following the program, passenger complaints dropped by 30...
Alternative Titles
Full title
Theater techniques put Translink on route to better customer service: Role‐plays change the mindsets of bus employees
Authors, Artists and Contributors
Author / Creator
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Primary Identifiers
Record Identifier
TN_cdi_proquest_journals_214887153
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/TN_cdi_proquest_journals_214887153
Other Identifiers
ISSN
0967-0734
E-ISSN
1758-7166
DOI
10.1108/09670731011028447
