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AMTS Staff Training Programme
(MICA, 2022)
Mobility services, especially public services operated by the government, are the lifeline of social and economic development of an area. Past studies indicate a direct link between the two. Therefore, any improvement in public service would lead to an improvement of the quality of life of the citizens. In this light, the current program focused upon the customer service orientation of the frontline staff of the BRTS bus service in the city of Ahmedabad. The training was planned to achieve the following objectives: • An improved sensitivity towards customers vis-à-vis their pain points. • An enhanced sense of service-orientation • A basic repertoire of responses which indicate empathy towards the customers