Description
On completion of this workshop, you will be better able to:
Explain the routes in your operating areas & unique ticketing and fares
Explain the Customer Service focus of Stagecoach and your role in delivering this
Consider the importance of branding, the internal and external factors that are impacting the Bus Industry in 2024 and apply this to your job Define what great customer service is, how this impacts on ' The Perfect Journey' and your role in making this happen
Identify seven different categories of passengers and recognise how their needs differ - what do they need from you?
Recognise and support vulnerable passengers
Apply the ' 5 Second Rule' and explain the impact of ' Moments of Truth'
Create your' Driver Promise' that summarises your role in Delighting The Customer
Syllabus covered
1.5 Customer Service - abHity to ensure passenger comfort and safety
2.1 To know the social environment of road transport and the rules governing it
2.3 To know the regulations governing the carriage of passengers
3.1 Safety- Ability to assess emergency situations
3.4 Wellbeing-Awareness of importance of physical and mental ability
3.6 Customer Service -Ability to adopt behaviour to help enhance the image of the company
3.8 Socio-economic environment- to know the economic environment of the carriage of passengers by road and the organisation of the mark
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