KUALA LUMPUR, March 26 -- Prasarana Malaysia Berhad said a structured training programme for around 4,000 of its frontliners has led to a 50 per cent drop in customer complaints over the past six months.

Prasarana's Group Chief Human Capital Officer, Harigaran Bharatham, said the programme developed with corporate trainer Learning Edge, trains bus drivers, station operators, and customer service staff in grooming, communication, and problem-solving.

"We recognised the need to reevaluate our approach and equip our frontliners with new skills and behaviours to serve the public better," he told reporters here.

"Thus far we've spent close to RM1.3 million on training close to 4,000 staff in the six and a half months we started this program...