Fundamentals of Customer Service

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.