Customer Service for Transit – the Big Picture.mov


[music] Working in the transit industry you already
know a lot about customer service. Meeting customers’ mobility needs is what you do. You have been a customer yourself for most
of your life, so you know excellent customer service when you see it, be it at a restaurant,
the grocery store or anywhere else. Let’s watch a few examples of customer service
interactions and you judge for yourself.>>MAN: Pardon me. I’m going crazy looking
for the garbage disposals. Can you show me where they are?>>EMPLOYEE: They’re in the plumbing department. [music]>>MAN: Pardon me. I’m going crazy here
trying to find the garbage disposals. Can you show me where they are?>>EMPLOYEE: Yeah, they’re in the plumbing department.
I just installed one of those in my house last week. In fact, if you need the whole
unit, you’re gonna need to get an electrical cable , too. I’ll just show you where everything
is at.>>MAN: Thank you very much.>>EMPLOYEE: Yeah, no problem. Just follow
me.>>Man: Great. [music]>>MOTHER: Hi. This is Miles. We’re here to
see Dr. Maule. Miles smashed his finger and
we wanted to get the doctor to look at it.>>RECEPTIONIST: [sighs] Oh. I think you made
a mistake. It says here the appointment is tomorrow. I think you came on the wrong day.>>MOTHER: But I just made the appointment.>>RECEPTIONIST: Don’t get mad at me. I’m not
the one who made the appointment on the wrong day. [music]>>MOTHER: Hi. This is Miles. We’re here to
see Dr. Maule. Miles smashed his finger in the door and
we wanted to get someone to look at it.>>RECEPTIONIST: [warmly] Oh, I’m sorry to hear that
your finger is hurt, Miles. Let me tell you – Dr. Maule is great. And she’s funny, too.
Just let me get you checked in. Oh. I see there’s a problem here. I must have made a
little error when I entered your appointment. I’ll fix that right now. OK. Sorry for the
wait. You’re all set, MIles. Come on back. [music] Good customer service is Customer-centric.
It is about them and meeting their needs in a polite, respectful, professional manner.
Customers react to your appearance, your attitude, what you do for them and how you do it. Providing
excellent customer service involves more than just reacting to customers’ needs, you should
anticipate them, ask for feedback on how you can do better and always look for ways to
improve. And finally, keep in mind that customers are
going to tell their family members, their friends, and perhaps the world about how you
treat them.

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