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On the School Bus

Choosing Customer Service

For each scenario, choose the customer service skill that would best solve the situation.

1.

Scenario: A woman gets on the bus and asks how she can get to a theatre that is not on your route. What customer service skill would best solve this request?

 

Listening actively
Knowing and communicating information about bus connections and routes
Acknowledging and respecting diversity

2.

Scenario: A woman gets on the bus showing signs similar to alcohol intoxication, stumbles to a seat and then falls asleep. When you wake her up she starts mumbling and seems confused. What customer service skill would best solve this problem?

 

Listening actively
Knowing and communicating information about bus connections and routes
Acknowledging and respecting diversity

3.

Scenario: In the middle of your shift the engine of your bus quits. You have to tell your passengers to get off the bus and wait for another one. What customer service skill would best solve this request?

 

Communicating clearly
Knowing the local area well
Knowing how to use the public address system

4.

Scenario: A young man gets on the bus and starts to refuse to pay the fare. What customer service skill would best solve this problem?

 

Knowing how to use the public address system
Communicating clearly
Communicating the company rules and regulations about ridership to customers

5.

Scenario: An older man gets on the bus and asks for directions but can only speak a few words of English. What customer service skill would best solve this problem?

 

Listening actively
Acknowledging and respecting diversity
Knowing the local area well

6.

Scenario: A woman gets on the bus and stands in the aisle behind you while complaining loudly to you about an ad that is on the side of the bus. What customer service skill would best solve this problem?

 

Communicating the company policy and procedures about handling customer complaints to customers
Communicating the company rules and regulations about ridership to customers
Acknowledging and respecting diversity

7.

Scenario: You pick up an elderly lady who asks you about the schedule - when you answer her question she stares at you. Then you notice her hearing aid. What customer service skill would best solve this problem?

 

Knowing how to use the public address system
Communicating clearly
Knowing and communicating information about bus connections and routes

 

Next: Quiz 3