Learning Outcomes

Successful customer service delivery is dependent upon the organizational policies, procedures, and practices that take place everyday. The Transit Ambassador program is comprised of a series of training modules on customer service topics that teach your employees how to better handle the many situations that may arise when interacting with customers. By implementing this train-the-trainer program at your organization, you will:

• Create a customer service focused culture adaptable to your organization
• Impart effective communication skills for public-contact and organizational situations
• Provide front-line employees with the tools to avoid and manage conflict with passengers

 

Target Audience

This program is intended for any transit service providers who are looking to create or expand a culture of customer service. The program is offered in a train-the-trainer format and is intended for organization trainers, supervisors, managers, and other roles responsible for training front line staff.

Course Structure

Core Modules

MODULE 1 | ESSENTIALS OF CUSTOMER SERVICE

This module introduces the basic principles of customer service as they apply to the transit environment. It is an effective introduction for new recruits and also for refresher sessions. Training principles presented include the concepts of customer service being a job expectation, and that customers are both external (passengers/public) and internal (transit team). The definition of excellent customer service is explored throughout the module. The focus of the learning objectives and behaviour keys is to equip front line operators with customer service skills that are immediately practical in the workplace.

MODULE 2 | EFFECTIVE COMMUNICATIONS

Communicating effectively in public-contact situations is the theme of this module. Participants will concentrate on how to listen, observe and speak while maintaining respect for the customer, avoiding misunderstandings, and verifying comprehension of the message. Content includes the use and understanding of active listening, non-verbal communication, questioning skills, as well as problem-solving in communication breakdown scenarios. Tasks and video are based on real operator communication experiences.

MODULE 3 | MANAGING CUSTOMER FEEDBACK

This module facilitates an understanding of why people complain, and encourages employees to take advantage of the opportunity to address a situation proactively and positively. The principle of this component is that a complaint is preferable to a silent, dissatisfied customer, as it allows the situation to be addressed and explained. Employees are encouraged to handle complaints by remaining professional, calm, and in control; without becoming defensive or taking comments personally. Practical behaviour strategies are practiced in various interactive activities throughout the module.

MODULE 4 | MANAGING STRESS

This module acknowledges the high-stress level involved in operating a transit vehicle while maintaining a pleasant disposition towards all customers. It recognizes the difference between positive and negative stress, and allows participants to identify specific symptoms and their causes. Participants develop personalized de-stressing techniques that can be used to relieve stress on the job.

Advanced Modules

MODULE 5 | DIFFICULT SITUATIONS

Handling inappropriate customer behaviour is a very sensitive matter and an issue of increasing concern. In this module, participants discover how to avert or minimize potential conflict and defuse anger while dealing with customer disruptions, fare disputes, vandalism or other difficult situations. Operators are trained to identify and deal with situations that range through the “different – difficult – dangerous” spectrum. The focus is on defusing a situation before it moves up the scale from different to dangerous.

MODULE 6 | DANGEROUS SITUATIONS

This module works best in conjunction with Difficult Situations to reinforce identification and de-escalation skills. The module focuses on operator safety in situations that could become violent. There are four video segments dealing with the topics of personal threat, theft, bomb scares, drunkenness, use of weapons (pre-meditated with a knife and spontaneous with a broken beer bottle), as well as external violence resulting from road rage. Participants practice developing responses from video scenarios.

MODULE 7 | DIVERSITY IN TRANSIT

Understanding and interacting effectively with diverse customers and work teams is the focus of this module. Types of diversity are identified and transit system diversity policies are incorporated and reviewed. Guidelines for working in a diverse community are discussed and participants practice appropriate responses to sensitive transit case studies.