Tuesday, January 14, 2025
9:00 AM - 1:00 PM

Customer Service & De-escalating Stressful Situations with Passengers

‌Bus Operators, Dispatchers, front-line supervisors and customer service personnel have little control over the mood of people who contact your organization or riders when they use your agency’s transit services. They do however have control over their own reactions. When used skillfully, how you react can demonstrate good customer service and keep situations from escalating into full blown incidents or possibly violent situations. This half-day workshop will help you understand how to provide good customer service and explore skills you may use to de-escalate stressful situations with passengers. The workshop will show how good customer service skills make life better for both the customer and the Bus Operator, understanding the triggers that create potential conflict, controlling your own emotions, and understanding your own stress. The workshop will include lecture, power point, videos, and interactive exercises that will engage the audience.

‌Target Audience: Bus Operators, Drivers, Supervisors, Customer Service Personnel, Schedulers & Dispatchers.

AGENDA

• Why a ride matters
• The big picture of customer service
• Mental health, addictions, and anger
• Four moods of passengers
• Why people repeatedly challenge you.
• The important role of Dispatchers
• Root causes of conflict
• Personal Safety & Security
• What all passengers want, need and expect
• Six truths about respectful customer service
• What the experts say about defusing conflict
• Conflict Avoidance: The art of maintaining control
• Six truths about respectful customer service
• The effect of stress on the bus operator’s performance
• Stress & health (stress test)
• Seven attitudes that improve relationships with all passengers.
• Three takeaways

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

Cost:

• 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.