1. CUSTOMER SERVICE AND PERCEPTION

2. ONCE UPON A TIME……

3. WHICH STORE WOULD YOU SHOP AT? FIND IT YOURSELF MAXIHELP MINI HELP OUR CUSTOMERS COME FIRST

4. TERMS USED IN THE SERVICE INDUSTRY CUSTOMER What does being a Customer mean to you? -Definition- A customer is a person or company who buys goods or services

5. TERMS USED IN THE SERVICE INDUSTRY PERCEPTION As a customer, how important is your perception of the service? -Definition- Perception is an attitude or understanding based on what is observed or thought

6. Which level of service would you choose? Basic Bus Service Superior Bus Service OR

7. CUSTOMER SERVICE EXAMPLES STUDENTSPARENTSCOMMUNITYSCHOOL STAFFTRANSPORTATION STAFF OTHER

8. A FEW SCENES…. Notice the customer. How would you feel as this person?

9. PHONE CALL

10. Play Phone Call movie clip now

11. ADULTS ON THE ROUTE

12. Play Adults on the Route movie clip now

13. ON THE ROAD

14. Play On the Road movie clip now

15. SCHOOL STAFF

16. Play School Staff movie clip now

17. THE PRINCIPAL

18. Play The Principal movie clip now

19. SUBSTITUTE DRIVERS

20. Play Substitute Drivers movie clip now

21. STUDENTS BOARDING

22. Play Students Boarding movie clip now

23. BUS ZONES

24. Play Bus Zones movie clip now

25. HOMELESS VIDEO IN THEIR OWN VOICES…

26. Play In Their Own Voices Video or DVD now

27. SUMMARY Many students rely on our service Each driver decides to offer Basic or Superior service Customers like the best service possible

28. SUMMARY Our customers: school staff, parents, the transportation team and community. It is our positive work that results in partnership. Our service and actions do make an impression

29. EVALUATION Q.Identify 5 Customer Groups that the bus driver serves Q. Name two levels of service

30. EVALUATION Q.Name an example of both Basic and Superior service for each customer group Student School Staff Community Parents Transportation Staff

31. EVALUATION Q. Why is superior transportation service needed for homeless students? Homeless students are in extremely challenging situations and need the constancy of going to the same school.

32. WHAT KIND OF SERVICE DO YOU CHOOSE TO OFFER?