Tuesday, July 7 - 3:30 to 5 PM
It is easy to think about customer service as treating your passengers well, but did you know excellent customer service is your first line of defense for front line employees and a commitment to a strong safety culture impacts customer service in ways that go beyond reward & bonus programs? This session will focus on why a good customer service training plan and creating a culture of safety go hand-in-hand to benefit your transit operation, inside and out, especially with the extra stress of continuing to manage the stress of COVID-19.
Presenter: Kristen Joyner is Founder and President of KJ Backpack LLC. Her expertise includes transit association work as Executive Director for the South West Transit Association and administrative public transportation experience for Rock Region Metro, Little Rock, Arkansas. She leads with energy, expertise, and creativity in executive roles, as a team leader, and as a subject-matter expert. For twelve years, Ms. Joyner has developed and delivered training programs, workshops, and conferences for the transit industry, promoting strong transit workforce development, leadership, and communication across the transportation sector.
Attendance Restrictions: In order to provide an interactive format, this session will be capped at 22 participants. Because of this cap, registrations per agency may be limited depending on the level of interest in each session. Thanks to our trainer's flexibility, we have the capability to schedule additional courses for next month should this session reach capacity. Additionally, we expect that registrants who sign up, show up; meaning that registrants attend the sessions they register for, or provide as much notice as possible if they are unable to participate as planned. Excessive "no-shows" may result in waitlisted registrations for future courses.
Cost: No charge. PennTRAIN has worked with PennDOT to waive registration fees for PennTRAIN courses through July 31, 2020.
Internet Access Required. This course will be presented via Zoom, and attendees must have an internet connection in order to participate. Webcam use is encouraged but not required. A link to join the session will be provided in advance via email.