PennTRAIN: Customer Driven Service

  • 02/09/2023
  • 9:00 AM - 1:30 PM
  • Online via Zoom
  • 0


Registration is closed

Thursday, February 9, 2023
9:00 AM - 1:30 PM

(30-minute lunch break is included)

As we work to return to pre-COVID ridership levels, it is essential that all customers feel welcomed, valued, and appreciated. This holds true for those who ride your vehicles, call to schedule rides, or simply ask for information. Providing excellent customer service involves both the skills and attitude of the individual providing the service and the organizational culture the person works in.

During this workshop, we will identify good customer service, discuss steps to involve all staff and learn how to handle demanding customers. This program will include materials from National RTAP.

The program will be approximately 4 hours, including lecture, video, exercises, and discussion.

  • The Keys to Customer Service – Understanding the Big picture
  • The Relationship Between Transit Operators & Dispatchers
  • Changing the Hierarchy of the Transit Organization
  • Moments of Truth
  • The Power of Generalization
  • First Impressions
  • Creating a Culture of Customer Service
  • Understanding the 7 Basic Needs of all Transit Customers
  • Why morale matters
  • Customer Service Breakdowns
  • Defusing Conflict
  • The Effects of Stress on Customer Service

Presented by: Michael Noel, Noel Training & Consulting, LLC


  • PPTA Members: Free
  • Out of State: $49

Registration Limit: 36

NOTE: If more than one person from an organization is attending, please submit individual registrations. This will ensure a more effective and consistent workshop experience. 

PennTRAIN Cancellation Policy - This is an online class developed for the transit professionals of PPTA. It does cost the organization to produce the classes. If you are unable to attend, please let us know ten-days before the start of the class. If you sign up, then do not show up for the day of class or you cancel last minute, your agency will be subject to a cancellation fee. 

Internet Access Required and On-Camera Participation is Requested. This course will be presented via Zoom, and attendees must have an internet connection in order to participate. Because this course will include multiple videos, we recommend reviewing Zoom's system requirements in advance to be sure your internet connection will support the video feeds without issue. Links to join each session will be provided in advance via email. 

Pennsylvania Public Transportation Association is a 501(c)6 non-profit organization. 115 Pine Street, Harrisburg, PA 17101

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