The Ride DVD - Customer Service for Bus drivers
A video was required that would train drivers how to give good customer service in the bus industry.It needed to be attention grabbing in a way that put across the message that bus drivers already have the interpersonal skills to improve customer services without realising.
As with customer service in many other fields, good communication and the right attitude are vital. To a great extent everything else follows on from these key factors. We developed a treatment for “The Ride” which focused
on this fact and showed, through the dramatic reconstruction of realistic experiences of drivers and passengers the benefits of getting it right. The major part of the piece was a drama featuring an extended working class family in which the father (Trevor) is a bus driver. The story begins as the working day ends and the family return home; we then compare how Trevor deals with things at work, with how he deals with them at home – through related issues. We see in flashback how the issues worked out at work; and the Trevor comes to realise that the difference is largely in how he dealt with the individuals – not the issue itself. The script was created from treatments we developed at DVA to work in conjunction with the curriculum modules for NVQ qualifications. We shot the drama on digi-beta in three locations over three days with a cast of fourteen. We edited offline in our Avid suite and the online and effects edit was done using our DS system. The graphics, menu-creation and DVD encoding were produced in-house.
‘The Ride’ is one of a suite of transport pieces we have been working on with GoSkills, and as with all DVA training and education work, we tried present the message clearly, concisely and most importantly in a way that has relevance to the intended audience. There is no condescension or preachiness in the tone, the viewer is shown the direct benefits to them as they are being instructed on best practice.
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