Training keeps Victory Liner ahead

VICTORY Liner Inc. (VLI), the biggest bus company serving northern Luzon provinces, has the reputation of providing modern buses and well-trained staff. Its 2,500 employees rank as among the most professional in the industry, and the company keeps it that way with a longstanding training program conducted all-year-round.

Its defensive driving and customer service seminars teach drivers to be cautious and courteous, resulting in safer and pleasant rides for customers.

“In the bus industry, Victory Liner has the lowest number of liable accidents. We have a low accident to fleet size ratio,” said Alden del Rosario, human resources manager of VLI.

The company reported a 17-percent decline in the number of liable accidents in 2014 compared to 2013, according to Del Rosario. He also revealed that the number of customer complaints went down by 34 percent in 2014 versus 2013, an indication that the training program for some 1,500 operations personnel is effective. Operations people consist of drivers, conductors, inspectors, dispatchers and terminal masters.

The program’s defensive driving seminar for drivers and conductors is conducted four times a week. In the seminar, videos recorded by CCTV cameras installed on VLI buses are shown, so drivers can analyze what is happening on actual case scenarios.

“Videos of accidents are discussed by the participants to know who is at fault and how it can be avoided,”  Del Rosario said. “The goal is to teach the driver how to react when he is in such situation.”

Meanwhile, customer service seminars are conducted regularly to increase customer satisfaction. The seminars focus on handling difficult customers, persons with disabilities and senior citizens.

“It’s not just a lecture. Instead, we give them actual situations based on complaints we get from social media and email, and then we show it to them. Best practices in handling complaints is discussed,”  Del Rosario said.

Victory Liner is the best choice for any road trip to Pangasinan, Baguio, Tarlac, Zambales, Cagayan Valley, Pampanga and Bataan.  Check out the official Victory Liner Facebook page at www.facebook.com/victorylinerinc.