Responding to riders' complaints, NJ Transit has scheduled classes on customer relations for their train crews. NJT already has a similar program for employees in its bus division, according to reporting by Larry Higgs of NJ Advance Media and published in the Star-Ledger (Dec. 3). Lackawanna Coalition chair David Peter Alan was quoted in the article; Alan said that he saw operational problems as more important, but that  "I don't see how it hurts to have a refresher in customer service skills once and a while. Sometimes front line employees need a refresher. I'd give the crews high marks. I'd like to see the operational problems straightened out." NJT had a similar focus on employee training back in 2003 under then-executive director George Warrington, who called the campaign "back to basics."

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