With a new company at the helm of Athens Transit, the busing service's drivers will be retrained with a focus on customer service.
McDonald Transit Associates of Fort Worth, Texas, took control of the system from the previous operator, Kansas-based Laidlaw Transit, at the beginning of the year. Laidlaw had conducted its own training of employees.
The retraining of employees will encompass several employee responsibilities, but will focus primarily on the customer service provided by drivers.
We are seeing if there are individual areas that need revision
said Nic Gray, an Athens Transit representative. Right now the primary area of focus is customer service ' including dealing with individuals with disabilities basic procedures with passengers and emergency procedures.
In addition to monthly training meetings they already attend to review safety concerns, drivers will have to learn McDonald Transit's procedures, said driver Mary Daily.
Gray said the revision of the training program is a standard procedure for all transportation units it undertakes.
Steve Rounthwaite, an Athens resident who rides the bus, has his problems with some of the drivers.
Some of them need to improve their 'people skills
' he said. A lot of the older drivers especially need to work on that. But
then again
everyone does have their bad days.
Other passengers are content with the customer service and see no need for the retraining. I thought the drivers are very helpful and kind
said Alivia Nuzzo, an Ohio University student who rides the buses. They have even gone out of their way to get me where I need to go and provide me with the right directions.
Although the retraining is a standard procedure of McDonald Transit and is not a result of patron complaint, Gray said the process will take into consideration any passenger complaints or concerns.
The company employs eight drivers, all of whom will be retrained within the next four to six weeks. It operates two large buses and five smaller buses, each of which carries 20 to 30 passengers.
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Janelle Huelsman
