Bus Operators, Dispatchers, front-line supervisors and customer service personnel have little
control over the mood of people who contact your organization or riders when they use your
agency’s transit services. They do however have control over their own reactions. When used
skillfully, how you react can demonstrate good customer service and keep situations from
escalating into full blown incidents or possibly violent situations. This half-day workshop will
help you understand how to provide good customer service and explore skills you may use to
de-escalate stressful situations with passengers. The workshop will show how good customer
service skills make life better for both the customer and the Bus Operator, understanding the
triggers that create potential conflict, controlling your own emotions, and understanding your
own stress. The workshop will include lecture, power point, videos, and interactive exercises
that will engage the audience.
Target Audience: Bus Operators, Drivers, Supervisors, Customer Service Personnel, Schedulers
& Dispatchers.
AGENDA
- Why a ride matters
- The big picture of customer service
- Mental health, addictions, and anger
- Four moods of passengers
- Why people repeatedly challenge you
- The important role of Dispatchers
- Root causes of conflict
- Personal Safety & Security
- What all passengers want, need and expect
- Six truths about respectful customer service
- What the experts say about defusing conflict
- Conflict Avoidance: The art of maintaining control
- The effect of stress on the bus operator’s performance
- Stress & health (stress test)

- Seven attitudes that improve relationships with all passengers
- Three takeaways