| Responses | Date | Author |
|
Hi Andrea, I have a session that takes about 30 mins that is more general around the importance of customer service. Drop me an email and I will be more than happy to send you something over to help you out! [email protected]. Josh |
| 05/03/2010 | Previous |
Hi Andrea,try this,I have done something similar to what you are about to do.Greeting Passengers
Taking Initiative to Provide Information
Guiding Confused Passengers
Dealing with Service Disruptions and Delays
Managing Unexpected Flows of Passengers
Responding to Different Needs
Helping a Passenger in Distress
Dealing with Disruptive Passengers
Better standard of customer service
Communication skills
Customer contact techniques
Social styles
Dealing with complaints
Managing stress
Customer Respect
- Being Polite to the customer
- Maintaining a Positive Attitude
- Being Knowledgeable (System, Routes, Fares, Payment Options)
- Knowledge of Attractions, to show passengers during travel
- Current knowledge of Travel directions
- Providing Service to customers with disabilities
- Handling Angry and Upset customers
- Conflict Avoidance/Resolution
- Manual Announcements in the train or in the booking office
- Assisting Customers in emergency situations
- Cleanliness of the cabin
|
| 05/03/2010 | Previous |