Client: Translink
Translink, a major public transport provider in Northern Ireland, serves millions of passengers each year. They wanted to transform their approach to safety and customer experience training. Historically, their training was compliance-driven, and employees often felt “taken for granted.”
To signal a step change, Translink sought a refreshed approach to safety training that would engage and empower their drivers and inspectors. The goal was to upskill employees in behavioural safety and customer experience, creating an impactful learning experience that would leave a lasting impression.
Understood developed two comprehensive, seven-hour CPC courses for Translink drivers:
Additionally, we created a one-day course for supervisors called “The Influential Inspector.“
To make the training engaging and relatable, we produced films featuring real Translink drivers, inspectors, and managers.
These films portrayed real-world scenarios and helped illustrate complex safety and customer experience concepts. We also involved professional actors to simulate difficult situations that participants might encounter, making the training more engaging and realistic.
By focusing on safety and customer experience training, we equipped Translink employees with the tools and techniques necessary to improve both their day-to-day interactions with customers and their overall safety practices.
The training was a success, receiving overwhelmingly positive feedback from participants:
Participants appreciated the relevance and clarity of the content. Here’s what they had to say:
“The content was very helpful, informative, and well presented. The presenter was very clear and understanding.”
“Facilitator was friendly, engaging, and knowledgeable. Superb quality handouts.”
“Real-world issues were discussed, which made the course relatable to our roles.”
The new safety and customer experience training has been a success across the board. Drivers, inspectors, and training managers have all praised the training’s relevance and effectiveness. Additionally, trainers found the content easy to deliver, with participants engaging well with the materials and techniques.
