Public transportation provides a vital link in our nation’s economy by getting people to their jobs, shopping and medical appointments, ensuring a quality of life for people with access and functional needs, and meeting the overall transportation needs of millions of Americans. Excellence in customer service is a critical component to the success of public transportation.
 
While it is difficult to train and coach people to change the way they interact with others, the benefits of making even incremental improvements make customer service training a critical investment of time, energy and money for organizations like transit.
 
RTAP hired Nusura to develop a new training module for the nation’s transit providers. We know from experience that any initial resistance or lack of enthusiasm for customer service training can be overcome if training materials are high-energy, fun, involve real-world examples and case studies and are augmented with interactive multimedia elements to capture and retain audience attention. Ultimately, effective training must be realistic and connected in a meaningful way to employee’s daily lives. Just a few months after its completion, this new module was already among the most-ordered products in RTAP’s history.