1 / 34

Fundamentals of Customer Service

Fundamentals of Customer Service. Introduction. Provide highest level of safety, service & schedule Service performed with highest regard for safety & security. Customer Services. Information ADA assistance Transportation of personal items Other personal requests. Each Interaction.

kory
Download Presentation

Fundamentals of Customer Service

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Fundamentals of Customer Service

  2. Introduction • Provide highest level of safety, service & schedule • Service performed with highest regard for safety & security

  3. Customer Services • Information • ADA assistance • Transportation of personal items • Other personal requests

  4. Each Interaction • Avoid pre-judging customer interactions • Be aware of presence • Make a positive first impression

  5. Throughout Your Service • Opportunities for positive influence • Situations can be challenging • Skillful handling ensures safety

  6. Never Touch a Passenger

  7. Don‘t Embarrass • Passenger • Yourself

  8. Safe Distance • At all times maintain a safe distance when dealing with passengers.

  9. Anticipate • During any passenger interaction, anticipate what could happen.

  10. Think • Think before you speak!

  11. Think Before You Speak • A moment of silence is an excellent opportunity to: • Think about what you heard • How was it spoken & what was said

  12. Don’t Interrupt • Try not to interrupt passengers when they are speaking or venting • Be aware of body language & tone of voice • Body language conveys a message • Receiver interprets message sent • Often it is NOT “what” we say but rather “how” we say it

  13. It’s OK • It’s OK to make a mistake – move past it & learn from it. • At what price & how important to be “right” • It’s OK to say you were wrong

  14. Extenuating Circumstances • Angry, distraught, confused, fearful passenger • Impairments: medical, chemical, and/or alcohol • Do not assume intoxication • Diabetes, stroke or extreme stress can mimic alcohol intoxication

  15. Impaired Passengers • Maintain personal comfort zone • Be aware of surroundings • Be aware of posture, hand gestures & tone of voice

  16. Maintain Professionalsim • Always maintain professionalism & appropriate personal conduct

  17. Passenger Operations • Keolis is committed to ethical & equitable treatment of all people • Profanity, sexual innuendos, racial slurs will not be tolerated • Passengers are entitled to ask questions • Personal use of cell phones while on duty is inappropriate

  18. Announcements • Accurate • Timely • Informative • Professional

  19. PA Announcements • Announcements • Anticipated delay • Speed restrictions • Train has stopped • Mechanical • “Metro Option” • Be Available

  20. Professional Considerations • ADA Passengers • Seniors, first time riders, tourist • Passengers with Bicycles

  21. Accommodations • Bicycle Commuters

  22. Revenue Protection • Ticket Checking • Summons • Consistency

  23. Look Out!

  24. Questions?

  25. Part of the responsibility of Passenger Operations train crews is to provide personal service and assistance to passengers. • True • False

  26. Most experiences with passengers are the same so train employees can handle various interactions in the same way. • True • False

  27. When dealing with passengers, it is what you say that has the most importance and other elements of your demeanor are not nearly as significant. • True • False

  28. During a routine interaction with a passenger you should: • Never touch a passenger. • Maintain a safe distance from the passenger • Listen carefully to the passenger’s words and observe their demeanor. • All of the above.

  29. Which of the following are key fundamentals of customer service? • Think before you speak. • If necessary, use a threatening, authoritative tone with a disruptive passenger. • Don’t embarrass yourself or the passenger. • Both A and C are correct.

  30. Any time a passenger is disoriented you should assume that he or she is under the influence of alcohol or drugs. • True • False

  31. When dealing with impaired or disruptive passengers you should protect your personal safety by: Maintaining a safe distance from the passenger Stay out of confined areas. Be aware of exit points and the access to those exits. All of the above

  32. Which of the following will not be tolerated behavior from passenger train crews? • Profanity, sexual innuendos, or racial slurs • Use of personal cell phones • ADA assistance • Both A and B

  33. It is part of the train crews’ duties to make timely, informative, and professional announcements regarding train schedules and service. • True • False

  34. Passengers who may need special consideration include: People in wheelchairs, with walkers, canes or crutches. Visually, hearing, or mentally impaired. Seniors, first time riders, students, and the occasional tourist. All of the above.

More Related