Customer Driven Service Training

All customers want to feel welcomed, valued and appreciated, and this holds true for the people who ride your vehicles, call to schedule rides, or simply ask for information. Providing excellent customer service involves both the skills and attitude of the individual providing the service as well as the organizational culture the person works in. Each workshop will identify what good customer service is, discuss steps on how to involve all staff, and learn ways to handle difficult customers. This program will include materials from National RTAP as well as new materials developed to help transit personnel understand why a ride matters, how a ride contributes to the quality of life for so many and tips to assist front-line employees to have more self-control when performing both a difficult and potentially dangerous job.

The workshop will also address the rebuilding of lost ridership due to the ongoing Covid pandemic one passenger at a time as well as how kindness is a strength and the best choice for de-escalation when faced with a difficult passenger.