RTS Bus Operators Go the Extra Mile
RTS Bus Operators strive to make it easy for customers to travel to their various destinations in Monroe and seven other counties RTS serves.
RTS Bus Operator Brad Ammon (pictured right) says, “We have a great responsibility to customers to get them to their destinations every day—and take pride in the professional skill that enables us to do that. On-time performance is our customers’ top priority, but a friendly smile goes a long way, too. We know that it’s important to make every customer feel welcome, comfortable and appreciated. Whatever their day has been like, people remember kindness and friendliness.”
Customers let us know how grateful they are for Bus Operators
After a record-setting winter, one customer emailed RTS Customer Service to say, “I was SO excited to see he (RTS Bus Operator Louis Marrero, pictured left) would be my driver today, during these very rough winter months…in the dark with blowing, unplowed snow, no streetlights…he has done a remarkable job! I feel safe every morning!”
Bus Operator Boot Camp
The skill it takes to be an RTS Bus Operator reflects RTS’ exacting and demanding standards. In addition to knowing how to operate a 40-foot, 14-ton vehicle, Operators must know about customer service and safety.
All RTS Bus Operators must possess a Commercial B License with a “Passenger Endorsement,” and are required to undergo an intensive 6 to 8-week program based on a curriculum designed by the Transit Safety Institute—a branch of the FTA. The course covers everything from safety to learning sharp driving maneuvers, and skills to apply in extreme weather or driving conditions and other difficult circumstances. They also learn:
• Comprehensive customer service training that includes interviews with real customers to obtain feedback; conflict de-escalation training; and the importance of customer satisfaction—how to make customers feel good about riding RTS.
• Before Operators graduate they are assigned to complete 20 ‘ride-alongs’ -- on-the-job training where they actually drive a bus accompanied by a “mentor.” This is in addition to riding alongside another Operator to observe Operator performance and customer interactions.
Post-training, Operators are required to refresh their skills and training twice a year by participating in a four-hour service training class. At least one of the subjects covered in class is about customer service or satisfaction.
RTS Bus Operators care!
Here’s what one customer said about 30-year veteran RTS Bus Operator Bobby Foster: “…there was a fire at Bay & Copeland…and he had to detour through a street that was not close to my stop. (Bobby) found a side street that was close to my house for me because I have arthritis. I was very touched by his consideration and thoughtfulness.”
Next time you’re riding RTS, take a moment to smile or say thank you to acknowledge your Operator’s skill and expertise—and Enjoy the Ride!