malaysiangKUALA LUMPUR, Feb 27(Bernama) — Rapid Bus Sdn Bhd (Rapid Bus) has appointed more than 2,000 of its front-line staff as Rapid Bus Service Ambassadors.
Its chairman Datuk Seri Mustafar Ali said they comprised bus captains, enforcement personnel, customer service assistants and traffic coordinators who had completed a special training programme conducted since last year.
He said the appointment of the ambassadors was to prove Rapid Bus’ commitment to providing the best service to public transport users.
“Customer-centric initiatives are important to improve the quality of bus service in particular, and also public transport in general. The entire staff of Rapid Bus is keeping to the mission of increasing customer satisfaction by up to 83 percent this year, as stated in the Rapid Bus Business Plan 2023,” he said.
He said this when launching the Rapid Bus Service Ambassadors programme at the Cheras Selatan Rapid Bus Complex here today.
Mustafar said several learning modules were designed, including the 2Pass Training (Comply, Care, Patience and Smile) which focused on ethics and behavior, to achieve the goal of the initiative.
“This training is mandatory training for all the frontline staff before they can be called Service Ambassadors. They also need to go through the Stress Management Training Programme, to train them in dealing with stress when carrying out their daily tasks,” he said.
At the ceremony, he also introduced the evaluation system and user views through QR codes.
“Users can evaluate the quality of service provided by the Bus Captain on the bus route they board, by scanning the QR code pasted on each bus,” he added.
He said users who need information about Rapid Bus services or products can inquire with the Service Ambassador on duty.
They (Service Ambassadors) will wear safety vests with ‘ask me’ written on it at the Rapid Bus hub, he added.
Source: BERNAMA News Agency
