Belfast Telegraph

Wednesday 23 July 2014

Bus drivers strive for customer care

I was aghast to read (Write Back, September 24) Megan Crowley's ill-considered tirade against my Translink colleagues and myself when she alleged that it is the 'norm' for bus drivers to use foul language to passengers.

On the contrary, I can assure Ms Crowley, and any other readers of your newspaper, that it is anything other than the norm and, unlike her, the figures exist to back me up.

While I must concede that such incidents can, and do, occur, they are quite rare.

The company and its staff have, in the past few years, put a lot of time and effort into improving standards of customer care.

The results of all these efforts show in the increased levels of customer satisfaction, as recorded by independent surveys.

Also, the number of occasions where customers contact the company to compliment drivers is increasing as well.

I do not know what Ms Crowley's problem was, but if she has a complaint, she should in the first instance raise it with the company. If she does not know how to do this, may I refer her to the Translink website - www.Translink.co.uk - where she will find all the help she needs.

Alternatively, she can contact the call centre on (028) 9066 6630 where a member of the staff will be happy to assist her.

What I would suggest she does is not to rush into print to gratuitously insult a group of men and women who, with very few exceptions, try very hard to do the best job they possibly can in what can often be difficult and trying circumstances.

I meet a lot of Americans in the course of my work and, for the most part, they are very polite, friendly, and appreciative of the public transport service we provide.

However, I guess that there must be a few exceptions, just as there are some foul-mouthed bus drivers, but that is no excuse to tar us all with the same brush.

METRO MAN

Craigavon

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