Customer Focus

1. Customer Focus Keolis – Sunset Operations & Maintenance Facility Presented By: Reggie Reese/Cecil Fielder Overview

2. Overview Class Overview and Objectives

3. Overview Class Overview and Objectives • Review Company Vision, Mission, and Core Values • Who are our customers? • What is “Customer Service”? • What is in it for Keolis? • What is in it for you? • Customer service delivery • How to remain in control • Let’s practice! • Self assessment • What have we learned?

4. Company Vision, Mission and Core Values Overview 4

5. Overview Company Vision Be the best passenger transportation company.

6. Overview Mission Statement Provide best-in-class passenger transportation solutions for government, private sector, and individual consumers through technological innovation, enhanced relationship management and genuine care for our employees.

7. Overview Core Values • Safety: Our commitment to safety will not be compromised. Safety is every employee’s #1 responsibility (SEE#1) • Customer Focus: We contribute to our clients’ success and deliver long term value. We provide caring service to enhance the quality of our customers lives. • Employee Oriented: We empower our employees to be successful. We promote diversity and teamwork, provide opportunities for growth, and treat each other with dignity and respect.

8. Overview Core Values • Integrity and Accountability: We achieve results without compromising ethics. We deliver what we promise and honor our obligations. • Responsibility: We are involved in the communities we serve, we enhance the neighborhood in which we live, and we take an active role in protecting the environment.

9. Overview Who are our customers? • InternalCustomers • All co-workers • Drivers • Maintenance • Dispatch • Your boss • Your subordinates • All corporate support staff

10. Overview Who are our customers? • External Customers • Passengers • Client • Vendors • Union • General Public • Law Enforcement • Outside Agency Representative

11. Overview THE IMPORTANCE OF CUSTOMER SERVICE • The importance of our customers is sometimes overlooked. However, if it weren’t for our customers, everyone in our company, from the general manager to the maintenance worker, would be out of a job. • We rely on our customers to provide fare revenue, political support, and tax revenues. We need to provide superior customer service to our customers so they will continue to be loyal riders and provide us with the support we need.

12. Overview THE IMPORTANCE OF “GOOD” CUSTOMER SERVICE - Continued • Another important point to remember is that we are selling a service—transportation from one point to another. When you sell a service, the way you treat your customers determines whether they continue to be loyal customers. • For riders who use public transit as a convenience, good customer service can determine whether they continue to use transit or choose alternative transportation. It’s important to always remember that transit is a service industry and you as the bus operator are the principal customer service representative.

13. Overview EXERCISE: BREAKOUT SESSION • Class - Breakout into groups of three participants. Take 10 minutes to develop lists of as many issues as possible, which are important to you as customers in a restaurant. ~Chart • Now, as a group lets compile a second list of issues that are important to our bus riders. ~Chart • Class – are the lists aligned with our Company’s mission statement and core values?

14. Overview Keolis Mission Statement • Keolis Mission Statement - Provide best-in-class passenger transportation solutions for government, private sector, and individual consumers through technological innovation, enhanced relationship management and genuine care for our employees.

15. Overview What is Customer Service?

16. Overview What is Customer Service • Understanding the Customer’s needs • Exceeding the Customer’s expectations • Anticipate and act on customer concerns and needs without being prompted by the customer. • Customers are the most important thing to come into our organization, whether in person, on the phone, by e-mail, or by mail. They’re the person who ultimately pays our salaries. We really work for our customers.

17. Overview THE “ART” OF CUSTOMER SERVICE • The “ART” of customer service stands for the three principles we base our customer service philosophy on. • “A” stands for Attention. You must pay attention to every customer. Look at your customer when they board the vehicle and greet them with a “Hello”, “Good Morning,” “Good Afternoon” or “How are you doing? • “R” stands for Respect. Every customer deserves our respect. You don’t necessarily have to agree with the way the customer says things or even the way they dress but because they’re one of our customers they deserve respect. • “T” stands for Timeliness. Every customer deserves our response and our help in a timely manner. As an Operator, if a passenger boards with an incorrect fare, or an expired transfer, it’s your responsibility to inform that passenger in a timely manner.

18. What’s in it for Keolis? Overview 18

19. Overview What is in it for Keolis? • You reflect the organization for the time that you are engaged with an internal or external customer. • You are almost always the only representative that the passengers ever meet. • You are the organization’s eyes and ears for improvement. • You leave a lasting impression of the organization to the customer that ultimately defines our organization.

20. What is in it for you? Overview 20

21. Overview What is in it for you? • You gain respect and recognition from internal and external customers for being a “pro”. • You gain the reputation as a person who is level headed, a creative problem solver and one who can work well under pressure. • You gain the image of an attractive personality because you are friendly, positive, and you go the extra mile to help and please people. • You gain the ability to stand out from the crowd! • You enjoy a happier and fuller life on and off the job, which comes from knowing that you are doing highly worthwhile work everyday!

22. Overview Customer Service Delivery

23. Overview Know Your Customer • Customer expectations of safety • Customer expectations of efficiency • Customer expectation of comfort • Customer expectations of friendly and knowledgeable employees • Customer expectation of assistance and follow through • Customer expectation of delivery to final destination • Customer expectation of appreciation for their business • Customer expectation of “THANK YOU”

24. Overview CUSTOMER’S EXPECTATIONS • As a professional operator you work directly with the public. You perform at the point of sale for Keolis Transit America. • You are ambassador’s for the company, it’s your professional customer service skills that will encourage your customers to continue riding our service. • As a professional operator of the bus and as front-line service representative, it’s up to you to fulfill your customer’s expectations about service.

25. Overview What is a Professional? • Perform valuable services; • Have special training; • Have a high level of skills; • Continuously upgrade their skills; • Take pride in their work;

26. Overview Professional Bus Operators • You perform a valuable service by providing the public with transportation; • You have received special training to become an operator; • You have a high level of skill in driving the bus and dealing with customers; • You are required to continuously upgrade your skills by taking courses such as this one; • All operators have reason to take pride in their work as bus operators.

27. Overview Professional Appearance • Q: What appearance is expected of a professional bus operator? ~Chart

28. Overview Professional Appearance • Be clean and neat. • Be well Groomed. • Practice good personal hygiene. • Wear Keolis/SYSTEM logo or logo free apparel. • Wear required dark pants. • Wear required collared shirts. • Keep uniform laundered (clean).

29. Overview Clean and Safety Inspected Equipment • Ensure that the DVIR (daily vehicle inspection report) “pre-trip” inspection is completed. • Keep comments legible for Mechanics. • Ensure equipment repair report is accurate and complete. • Ensure that equipment is washed regularly. • Keep interiors clean and free from debris. • Immediately report graffiti on the vehicle.

30. Overview Integrity • Be Honest • Be Trustworthy • Be Confident • Have a sense self-worth. • Do what is promised in a timely manner. • Be upright and honest about what can and/or cannot be operationally possible. • Admit service failures but give accurate information as to the cause.

31. Overview Effective Communication • Listen (one of the most valuable tools in effective communication is to simply listen). • Utilize sincere and concise verbal expression. • Use a tone of voice that is courteous and business like. • Check inaction or lack of response. • Give Feedback (simple, accessible information). • Be adaptable (every single person matters) • Use appropriate Body Language (minimize talking with your hands or becoming animated). • Control reactions (remember to breathe, pause, and respond in a courteous manner).

32. Overview Quality of Performance • Listen carefully. • Provide passengers with a safe ride. • Be knowledgeable about the transit system, points of interest, and fares. • Deliver them to their destination on time. • Always follow through.

33. How to Remain in Control Overview 33

34. Overview How to Remain in Control • Keep your assertiveness just under the customer to prevent an argument. • Breathe slowly. • Listen carefully. • Use closed questions ie:”Do you want to go to...” rather than “Where did you say you want to go?” • Be courteous, specific, and direct. • Remain polite. • Apologize in a general way: (i.e. “ I am sorry for any confusion” or “I can understand why you’re upset”).

35. Overview How to Remain in Control - Continued • Acknowledge a legitimate complaint: (i.e. “You’re right. I’m sorry, I didn’t see you flag me down. Next time, I’ll watch more carefully.” • Show empathy. • Propose a solution or simply explain if you cannot solve a problem. • Avoid becoming involved in the customers emotions. • Remain courteous and polite. • Do not invite unnecessary conversation.

36. Let’s Practice Overview 36

37. Overview Case Studies • Q: The wrong route or time information was given on the website and the customer is upset. What will you do? ~Chart • Q: The vehicle has broken down and there is another on the way. There is a sick child on board and the parent is upset. What would you do? ~Chart

38. Overview Case Studies • Q: There are a group of young adults that are coming home from a night out on the town and they are distracting you and disturbing the other passengers. What some examples of how you would handle this type of situation? ~Chart • Q: You mistakenly passed someone at the bus stop and they confront you the next day. How would you respond to the upset customer? ~Chart

39. Overview Self Assessment

40. Overview Self Assessment • Professional Image • Voice and Verbal Communication • Feelings about your work situation

41. Overview Your Life and Our Customers (Discussion) • What businesses or services do you regularly encounter poor or less than great customer service from their people? They may mention DMV, government services, utility companies, people MUST return because of no choice of services, etc. • Why do you use those businesses if they regularly treat you that way? May reflect that that is the only business to use, or that they go elsewhere, etc. • Why do you suppose the people you encounter treat you that way?Job security (can’t be fired) , no customer service training , no personal empathy, no checks by management, customer has no choice, etc. • Do you treat passengers that way, ever? • Why? Discuss real feelings, and why we cannot afford to treat passengers like this.

42. Overview Your Life and Our Customers (Discussion) • What businesses or services do you regularly encounter great customer service from their people? • Do you generally use those businesses if they regularly treat you that way rather than others? • Why do you suppose the people you encounter treat you that way? • Do you treat passengers that way, ever? • Why? Discuss real feelings, and why we have to provide great customer service.

43. What have we learned? Overview 43

44. Overview What have we learned? • What are our Vision, Mission, and Core Values? • How do we identify our customers? • What is the definition of customer service? • How does Keolis benefit from customer service? • How do you benefit from customer service? • How do we deliver customer service? • What are some of the techniques learned?

45. Overview What have you learned about yourself? • Q: How do you view your professional image and is there room for improvement? How? • Q: How do you feel about your ability to handle difficult situations and verbal communication skills. Is there room for improvement? How? • Q: How do you feel about your personal work situation? How does it effect your customer service?

46. Overview Questions? Thank you for all you do....everyday! We appreciate it and our customers deserve it!!! Be Safe!