Question Detail Customer Service Training - Railway /Metro Industry The question was posted by Andrea Gibson on 04/03/2010 16:12:23   I need to develop a short (20 mins) presentation for the railway/metro industry in customer service. Has anyone out there!!! Got any material that will help me focus on the 20 minute time line and hit all the points I need to hit. Thanks - Andrea    Andrea Gibson has requested the following response type(s): General advice and information: Recommendations of other people's products and service. (Those responding will not be able to promote their own services): Information from Trainers' Library members about their products and services that will help me: 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! josh.light@charltonhouse.co.uk. Josh 05/03/2010 Josh Light 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 Connie Muguvu