Trailways Rolls Out Online Customer Service Training for Drivers

Five Course Modules Teach Drivers How To Create A Great Customer Experience

To further its quality-care brand image with current and prospective members passengers, Trailways has launched a new online customer service training program specifically for drivers. The five-course program is designed to help drivers deliver a superior customer service and safety experience. Modeled on the comprehensive training Disney offers its cast members, Trailways’ new program incorporates key elements of Disney Magic and success at achieving a high rate of returning customers.

The courses also standardize Trailways’ customer service procedures assuring each passenger traveling with a Trailways operator will be treated in the same manner everywhere and at all times. The new online LMS (Learning Management System) five course series is available exclusively to Trailways members.

“This training advances Trailways very own style of quality service,” said Amy Brooks, incoming Board Chair, discussing how the LMS program got its start. “In 2018, we sought out Alliance Safety Council and a consultant from Disney, who is an expert in the renowned philosophies practiced at Disney theme parks, asking for their assistance to develop a comprehensive customer servicing training program for Trailways drivers.  At the same time one of our OEM partners, MCI, agreed to sponsor the development costs, helping to bring this training to all our members today.”

Trailways welcomed Joelle McGehee, Vice President of Customer Success with the Alliance Safety Council, to the annual meeting, where she discussed the purpose of Trailways LMS, its ease of use, and the five customer service modules created exclusively for Trailways:

  • Course 1 Brand Recognition: Outlines how Trailways endeavors to make every interaction with our customers polite, pleasant, and stress-free, while explaining its longtime history, core brand values and company identity.
  • Course 2 Conflict Resolution: Identifies the five main styles of conflict resolution and teaches drivers how to use basic communication tools, from agreement framing to open questions, along with anger and stress management techniques to resolve conflicts.
  • Course 3 Customer Experience Interaction: Explains to drivers how they are the face of Trailways and how they should strive to the best version of themselves while on duty.
  • Course 4 Driver and Passenger Safety: Covers commercial driver’s license rules, CDL drug and alcohol testing, hours of service, driver fatigue, fitness for duty, distracted driving and crisis solutions.
  • Course 5 Vehicle Safety:  Provides instructions on pre- and post-trip interior and exterior inspections, vehicle maintenance, safe operating procedures, fire safety, and emergency evacuations.  

“These courses offer a cost-effective way to give drivers and new employees tools to provide a better level of service to each customer interaction,” said McGehee.  Please click here for Alliance’s presentation on how to use the system and instructions for drivers to access the courses. Trailways members also have access to five new Entry Level Driver Training courses added to the LMS site.

At this time, Trailways is extending discounted pricing of 50% off the Customer Service modules during 2022 to encourage members to get all their drivers through the program. Each course will be $7.50 individually or choose the 5-course bundle for $30. You can access the Driver Training Module by clicking on the portal bar or the Training link found at


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