Brighton & Hove Buses/Metrobus wanted to enhance their customer service training to better equip drivers with the skills needed to meet and exceed passenger expectations. They partnered with Nice Media to transform the Meeting Customer Needs and Expectations CPC course, creating an engaging and participative learning experience through dramatized storytelling. The aim was to empower drivers to handle real-world dilemmas with confidence and professionalism.
Brighton & Hove Buses/Metrobus sought to modernise their Meeting Customer Needs and Expectations CPC course. The existing training relied heavily on dense PowerPoint slides and traditional delivery methods. The objective was to transform this into an engaging, principle-based course that empowered drivers to navigate real-world dilemmas and enhance customer service, while maintaining safety and efficiency.
Nice Media applied its Drama for Change methodology to create a series of dramatized video scenarios that brought key principles to life. By showcasing relatable dilemmas, the videos encouraged participants to reflect on their decision-making and engage in collaborative problem-solving. Focus groups with drivers ensured the scenarios were authentic and resonated with their day-to-day challenges. The videos served as conversation starters, prompting meaningful discussions about how to address customer needs while adhering to safety protocols. The revised course moved away from instructor-led presentations to a facilitator-guided format, where drivers actively participated in exploring solutions.
The revamped CPC course significantly improved engagement and participation among drivers. Facilitators reported a noticeable increase in interaction, with drivers enthusiastically sharing insights and discussing strategies during the sessions. The use of video drama transformed the course from a passive learning experience into an interactive and collaborative process. Nick Strudwick, Training Manager, observed: “Our instructors, who are now more facilitators, enjoy delivering the courses because their role is to guide drivers through the content rather than force it down their throats. It’s very much about bringing our training into the 21st century.” The course’s success was further validated when Brighton & Hove Buses/Metrobus received the UK Bus Gold Award for Culture Change in 2024, with judges citing “training through dramatized storytelling” as a key factor in achieving meaningful transformation.
“I myself sat in on the Meeting Customer Needs and Expectations course, and the day felt like it went really quickly because of the engagement throughout. Everybody participated and took part. Our facilitators have since noticed a real increase in participation from our drivers.”
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