The Public Transport Board's Ambassador Programme evolved from the successful programme designed by the Canadian Urban Transit Association. The programme consists of six modules:

lFundamentals - establishing your credibility as a professional by developing a positive relationship with your passengers.

lCommunication - acknowledge the other person by listening for content and tone, and observe body language.

lSpecial needs - be alert for ‘cues' that identify passengers with special needs and determine how to be of assistance.

lComplaints or opportunities - listen to the full complaint and thank the customer for bringing it to your attention.

lDifficult situations - remain calm and keep eye contact. Maintain your safety and the safety of your passengers.

lStress - know the symptoms and identify the causes.

Since introducing the Ambassador Programme, customer complaints at the Public Transportation Board have decreased by more than 60 percent.