SEPTA delves into drivers' past experiences to improve customer service, prepare them for success

摘要

To improve customer service as well as decrease confrontations with passengers and driver assaults, the Southeastern Pennsylvania Transportation Authority (SEPTA) teamed up with Philadelphia's Red Kite Project LLC to create a unique training program that focuses on the life experiences of the drivers. The program was the vision of SEPTA's Assistant GM, Operations, Luther Diggs. Diggs realized energy, time and money was being expended to recruit operators, but not enough was being done about the retention of those who had made it through the process.