BANGALORE: Next time you board a KSRTC Airavata or Rajhamsa bus, don’t be surprised if you are asked to fill a feedback form at the end of your journey to rate your travel experience. As an initiative to improve customer experience, the KSRTC is conducting soft skill training sessions for its staff. “We have trained more than 300 staffers last month. Each batch of 30 employees is trained with soft skills,” said Chenbasappa Herur, Chief Marketing Manager, KSRTC.
The employees are also taught the basics of management skills during the training programme. “They are made to understand that passengers’ delightful travel experience is important than just providing services,” Herur added.
Role playing exercises and team activities are part of the programme conducted by a private firm. KSRTC staff will be trained on customer retainment, case studies, tips to deal with aggressive or disappointed passengers and how to take feedback. Herur said this was being modelled on the basis of airline staff. This initiative is proposed by the new KSRTC Managing Director N Manjunatha Prasad.
“KSRTC staff are considered as KSRTC crew. Passengers should be able to enjoy “flight” like comfort even in buses,” he said. The feedback form is crucial to judge how well the staff have learnt from the training sessions. Feedback form includes rating of staff on topics like knowledge of service and problem solving skills.