Description
On completion of this workshop, TrawsCymru Drivers will be better able to:
1. Explain the new Traws routes & unique ticketing and fares.
2. Explain the Customer Service focus of TrawsCymru and your role in delivering this.
3. Consider the importance of branding, the internal and external factors that are impacting the Bus Industry in 2024 and apply this to your job driving TrawsCymru routes.
4. Define what great customer service is, how this impacts "The Perfect Journey" and your role in making this happen.
5. Identify seven different categories of passengers and recognise how their needs differ – what do they need from you?
6. Recognise and support vulnerable passengers.
7. Apply the "5 Second Rule" and explain the impact of "Moments of Truth".
8. Create your "Driver Promise" that summarises your role in Delighting The Customer.
Subject Areas
- Customer Service
- Legislation (Hours/WTD/Regs)
- Legislation for Carriage of Passengers
- Health, Safety & Emergencies
- Physical/Mental Health & Wellbeing
- Professional Driver & Company Issues
- Industry Environment Carriage of Passengers