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Bus drivers told to cheer up after claims they're too grumpy
Councillor Noel Bailey, a committee member who catches a First Group bus to work daily from his Whitefield home, said more needs to be done to improve the attitude of some drivers.
Bus drivers are being told to cheer up behind the wheel after transport chiefs said they were too grumpy.
Cllr Noel Bayley, who sits on the Transport for Greater Manchester committee, said the attitude of drivers is one of the biggest complaints he hears.
He said: “I ask people the same question – what two things would you change about the buses. They say reliability and driver attitude.
“Those are the things stopping people getting on the buses.”
Cllr Bayley, who travels to work daily by a First bus route from his home in Whitefield, added: “When I get on the bus and I say to the driver 'why are you late?', I don't expect to be greeted with either a grumpy driver who insults you or be told I will stop the bus and you can get off.
“It's great the bus companies have got their fares down but the two remaining issues are punctuality, reliability, and driver attitude.
“I think there has needed to be a change of culture.”
Cllr Bayley, a Labour councillor for St Mary's ward on Bury council, spoke out during a Transport for Greater Manchester committee hearing.
A First Group spokesman told councillors they were working on customer service.
He added: "We've got more punctual bus drivers driven by less grumpy drivers.”
The latest survey from PassengerFocus showed satisfaction at drivers' attitudes to be rated 62 per cent – four per cent down on the previous year, but a First spokesman said their figures from April to September 2013 show complaint levels have dropped by 20 per cent.
He said their 1,700 Greater Manchester drivers undergo rigorous training – with innovative courses run in conjunction with RNIB and cyclists. At the Bury depot, they have a scheme where once a month bosses make early morning tea and toast to send drivers on their way.
Driver Rachael Walker, 24, based at Bury, said: "I'm quite a happy person so I'm a happy driver. In every job you are going to get people who are grumpy. I think drivers can be perceived to be more grumpy than they are - some are probably just shy and misunderstood."
Paul Turner, Business Development Director for First, said: "There is still more work for us to do in this respect and we will continue to work with our partners and the local communities to develop new and innovative training methods for our staff."
Christopher Bowles, managing director of Stagecoach Manchester, said staff training was ongoing, adding: “"Customer service is at the forefront of Stagecoach Manchester's approach to running our services. Drivers meet more than 700 customers in a typical shift and we will continually strive to make sure we look after each and every one of them in the best way we can."
A spokeswoman for Arriva Manchester said: “Arriva is committed to delivering a quality service to all our customers. All our drivers take part in training – which includes customer care within the training programme. We welcome customer feedback and would encourage our customers to contact us directly if they have any comments – good or bad – about the service we provide.”
Bus drivers told to cheer up after claims they're too grumpy
Councillor Noel Bailey, a committee member who catches a First Group bus to work daily from his Whitefield home, said more needs to be done to improve the attitude of some drivers.
Bus drivers are being told to cheer up behind the wheel after transport chiefs said they were too grumpy.
Cllr Noel Bayley, who sits on the Transport for Greater Manchester committee, said the attitude of drivers is one of the biggest complaints he hears.
He said: “I ask people the same question – what two things would you change about the buses. They say reliability and driver attitude.
“Those are the things stopping people getting on the buses.”
Cllr Bayley, who travels to work daily by a First bus route from his home in Whitefield, added: “When I get on the bus and I say to the driver 'why are you late?', I don't expect to be greeted with either a grumpy driver who insults you or be told I will stop the bus and you can get off.
“It's great the bus companies have got their fares down but the two remaining issues are punctuality, reliability, and driver attitude.
“I think there has needed to be a change of culture.”
Cllr Bayley, a Labour councillor for St Mary's ward on Bury council, spoke out during a Transport for Greater Manchester committee hearing.
A First Group spokesman told councillors they were working on customer service.
He added: "We've got more punctual bus drivers driven by less grumpy drivers.”
The latest survey from PassengerFocus showed satisfaction at drivers' attitudes to be rated 62 per cent – four per cent down on the previous year, but a First spokesman said their figures from April to September 2013 show complaint levels have dropped by 20 per cent.
He said their 1,700 Greater Manchester drivers undergo rigorous training – with innovative courses run in conjunction with RNIB and cyclists. At the Bury depot, they have a scheme where once a month bosses make early morning tea and toast to send drivers on their way.
Driver Rachael Walker, 24, based at Bury, said: "I'm quite a happy person so I'm a happy driver. In every job you are going to get people who are grumpy. I think drivers can be perceived to be more grumpy than they are - some are probably just shy and misunderstood."
Paul Turner, Business Development Director for First, said: "There is still more work for us to do in this respect and we will continue to work with our partners and the local communities to develop new and innovative training methods for our staff."
Christopher Bowles, managing director of Stagecoach Manchester, said staff training was ongoing, adding: “"Customer service is at the forefront of Stagecoach Manchester's approach to running our services. Drivers meet more than 700 customers in a typical shift and we will continually strive to make sure we look after each and every one of them in the best way we can."
A spokeswoman for Arriva Manchester said: “Arriva is committed to delivering a quality service to all our customers. All our drivers take part in training – which includes customer care within the training programme. We welcome customer feedback and would encourage our customers to contact us directly if they have any comments – good or bad – about the service we provide.”