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Courses from Bus Users UK

Be the manager your passengers need is a unique, three-day course designed exclusively for bus managers.

Run across three months, the course aims to transform transport strategies by putting passengers at the heart of business.

Expert speakers with proven records of exceptional customer engagement, will demonstrate how to identify and respond to the needs of communities, turn complainers into champions through positive passenger engagement, recognise the business benefits of building healthy customer relationships, and attract new passengers by putting current passengers first.

Speakers confirmed for 2019, alongside Claire Walters, Chief Executive of Bus Users UK and Dawn Badminton-Capps, Director of Bus Users England, include the Deputy Chairman of Wellglade Ltd and former CPT Chairman, Ian Morgan OBE, and Ben Colson MBE, winner of the UK Bus Awards Lifetime Achievement Award for services to the bus industry, Chair of Bus Users UK and co-founder and Managing Director of Norfolk Green.

The course will also feature a session focused specifically on accessibility and the strategic advantages of meeting the needs of people disadvantaged by physical, mental and economic barriers to travel.

Speakers will include Victoria Garcia, Accessibility and Communities Manager at Brighton & Hove Buses and winner of the Everywoman in Transport & Logistics Award in 2017 and Meera Rambissoon FCILT, a passionate advocate for accessible public transport and a Senior Consultant at passenger transport consultancy the TAS Partnership.

Course dates and venue for 2019 TBC


About the course

Putting your passengers first is not only good for passengers, it’s good for business.

We will help you to:

  • Identify and respond to the needs of the communities you serve
  • Turn complainers into champions through positive passenger engagement
  • Recognise the business benefits of building healthy relationships with your customers
  • Discover how putting your passengers first, will attract the passengers of the future.

Who should attend

This course will be invaluable to:

  • Bus managers with strategic management responsibility
  • Bus managers who recognise the need to focus their business on the needs of their customers
  • Bus managers who want their business to stand out.

To register for a place on this course, managers have to be nominated by senior managers within their company.

Course content

  • Why talk to passengers?
  • Mapping your CX: How do you currently engage with passengers and local communities?
  • What kinds of engagement works best for different purposes?
  • Case study: CX in other industries
  • Case study: Building success around the customer experience
  • What might work in your company?
  • Measures of success
  • Risks, benefits and best practice
  • Changing attitudes and seizing opportunities
  • Leadership qualities and best practice
  • Finding your leadership style
  • Practical steps towards making change happen
  • Constructing a proposal for change
  • Overcoming obstacles and making negative feedback work for you
  • Understanding your audience
  • Progressing options and roll-out plan
  • Presenting your community engagement plan to senior management
  • Follow up plan.

Learning outcomes and benefits

This course will demonstrate the business value of putting customers at the heart of your transport strategy.

It will show how to change the focus of your business in order to improve your strategic impact, engage more effectively with existing passengers, and attract new ones.

Attendees will have the opportunity to network with other, like-minded and progressive managers within the industry, and share experience and best practice in an open and confidential environment.


Be the manager your passengers need will bring together experts both from within the bus and coach industry and from wider business and industry backgrounds.

Each will have a proven record of success built on exceptional customer engagement and the drive to provide the best possible customer experience.

An additional, one-day course is also availabe for anyone looking to improve their public speaking and presentation skills.


  • Be the manager your passengers need 3 day course           £1,500
  • Special introductory price for 2019 only                                 £1,000
  • Public speaking and presentations skills                                   £350


  • Delegates must be bus managers or working at a similar level within a bus company.
  • Each applicant must be nominated by a senior management member within the bus company.
  • Each course is 3 days long and takes place over a period of 3 months unless stated otherwise.
  • Delegates are required to undertake their own project work between sessions.
  • At the end of the course, delegates must present their findings to the senior management team or board within their company within 6 weeks of completing the course. 
  • Bus Users UK will follow this up for feedback on the outcomes.

Payment and cancellation policy

  • Payment for the course must be made in full once confirmation of your booking has been sent.
  • Bookings cancelled up to 1 week in advance of the course will receive a full refund.
  • Bookings cancelled after this time but up to 24 hours ahead of the course will receive a partial refund of 50% of the price paid.
  • No refunds are available for bookings cancelled within 24 hours of the course date.
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