PRASARANA COLLABORATES WITH LEARNING EDGE TO STRENGTHEN SERVICE DELIVERY, OPERATIONS

PETALING JAYA, March 26 (Bernama) -- Prasarana Malaysia Bhd has partnered with Corporate Learning Consultants Sdn Bhd (Learning Edge) in a strategic move to enhance service delivery and boost operational competitiveness ahead of Visit Malaysia Year 2026, backed by a RM1.3 million investment over one year.

The collaboration, which involves upskilling its 6,000 frontliners and supervisors, is expected to enhance customer experience and drive economic value by positioning Malaysia’s public transport system as a key enabler of tourism and business growth.

Prasarana group chief human capital officer Dr Harigaran Bharatham described the initiative as an investment in the future of Malaysia’s public transport industry.

“A total of 6,000 staff, including frontliners, will undergo immersive training in communication, problem-solving, and grooming for professionalism. From managing rush-hour crowds to assisting elderly passengers, they will learn how to transform every interaction into a moment of meaningful connection.

“Supervisors will be trained in leadership and coaching techniques, ensuring they can inspire their teams to deliver world-class service even under pressure, and internal trainers will be equipped to continuously foster a culture of excellence, embedding customer service as a core value for years to come,” he told reporters during a media briefing at Menara Prasarana, today.

Harigaran said that beyond upskilling employees, the initiative also aims to enhance brand awareness by creating positive customer experiences.

“When passengers receive warm and friendly service, they are more likely to speak positively about public transport, indirectly promoting the brand.

“This effort supports the government’s goal of increasing public transport usage, with a target of 50 per cent of the population using public transport in the next five years,” he said.

Learning Edge chief executive officer Perthpal Singh Khosa said four levels of evaluation are used to measure the impact of training.

“The first level is reaction, which measures how participants feel about the training and their satisfaction with the content and delivery. The second level is learning, which assesses the knowledge gained through pre- and post-training tests.

“The third level is behaviour, which evaluates whether participants are applying what they have learned in their daily work, often monitored through mystery shopper observations and finally, the fourth level is impact, which looks at broader organisational outcomes, such as improvements in customer satisfaction, reductions in complaints, and positive shifts in performance indicators,” he said.

Prasarana customer experience head Mohd Dzulkaedah Zaharuddin said the training sessions, set to roll out throughout 2025, are expected to leave a lasting impact.

“This is not just about enhancing service; it’s about building a legacy of excellence that will inspire future generations of Malaysians,” he added.

-- BERNAMA