Positive Passenger Relations
Who should attend:
Managers, supervisors, and frontline employees including conductors, bus drivers, flight attendants, ticket agents, engineers, dispatchers, passenger relations representatives, and administrative support.
Results:
A service focused team who exceed the expectations of both internal and external customers. Frontline employees who use each customer contact as an opportunity to improve internal relationships, build passenger loyalty, and create a positive customer service image.
Competencies:
Upon completion of this program participants will:
- Greet passengers with courtesy. First Impressions Count!
- Use passenger cooperation techniques to help achieve on-time performance, adherence to safety rules and smooth operations
- Convey a "can do" attitude by offering assistance and avoiding resistance
- Use energetic, caring voice tone when making announcements and speaking to passengers
- Respond politely to passengers' questions
- Provide accurate information about tickets, connections, and prices
- Communicate with respect to diverse audiences
- Use positive body language to project caring and helpfulness
- Make frequent, timely and clear announcements during service delays and disruptions
- Defuse negative emotions and turn passenger complaints into compliments
- Make good "common sense" decisions considering customer needs, time pressures, policy requirements, and safety
- Be alert to information that could result in process improvements
- Reduce stress by getting to win-win outcomes
Get Started Now
Contact Marilyn Davidoff, the principal of MGD Enterprises, to discuss your training, coaching, or organizational development needs. Email us or call 732.952.5135. We'll get back to you within 24 hours.
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