1. Customer Service for School Bus Drivers

2. Why does customer service matter?
Exceptional customer service begins with exceptional people.

3. Identify Customers Internal Customers External Customers
Internal customers are people within your organization.
Who would that be?
Bus Shop Technicians
Office Staff
Does it matter how you treat them?
In government, the people you help.
Students
Parents

4. Exceptional Customer Service
1. Make the bus ride experience enjoyable
2. Exceed the students’ and parents’ expectations
3. Make an emotional connection with your students

5. ATTITUDE

6. What Customers Expect B-Be Approachable and Proactive
U-Understand the Student and Parent
S-Serve with Enthusiasm

7. Be Approachable and Proactive
You are the first person they have contact with in the morning and the last person they have contact with at the end of school.
People make the impressions that last.
Listen
Hearing
Active Listening
Attitude is contagious, is yours worth catching?
Be proactive with the customer’s questions and concerns.

8. Understand the Student and Parent
Put yourself in the customer’s shoes.
Pay attention to the details
Little things make a difference
The customer is not always right. The customer is always the customer. It is our job to make the customer feel right. We want them to return and come back happy.
Always listen to the customer and please the customer.

9. Serve with Enthusiasm You are the face of the company
Treat everyone like a guest
Welcome them
Take care of their needs
Thank them for riding with you
Invite them back
Do something extra

10. Communication Words 7% Tone 38% Body Language 55%
If the words don’t match the tone and body language, the customer believes the body language.
You have a job because of the customer, the students.

11. Positive Communication
Avoid negative words and phrases such as:
“You have to…”
“You must…”
“You should…”
“I think…”
“I’ll try…”
“Maybe…”
“Our policy is…”
Avoid these phrases:
“I don’t know…” Instead, say, “I will find out.”
“We can’t do that.” Offer and alternative
“No.” Never start a sentence with a negative
“It’s not my department”

12. Concentrate on What You Can Do
Offer an alternative
The way we handle this is…
I will…
The school will…
The district will..
The buses are…
We are…
I will find out.
Let me check on that for you.
Let me get that information for you.
How may I help you?
I can….
I’m happy to…
I’m sorry for the inconvenience
I would be frustrated to if….
I will deliver the message.

13. Handling Difficult Customers
Problem Solving and Recovery Skills

14. Reasons Customers Become Challenging
No one would listen.
They did not get what they were promised or expected.
Someone was rude.
They perceive an attitude of indifference.

15. Recovery Skills Apologize sincerely
Take responsibility to fix the problem
Solve the problem
Involve the customer in the solution
Do something extra that the customer wasn’t expecting
Follow up

16. You Have an Impact on the Lives of the Students
B-Be Approachable and Proactive
U-Understand the Student and Parent
S-Serve with Enthusiasm
Prepared by: Ann Medlin Vanderhoek (801)