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.