BETSY DUNBAR Journe… · PATIENTS WHO DIDN’T GET SUED. WITHOUT HAPPY RIDERS YOU ARE FALLING...

BETSY DUNBAR

THE JOURNEY TO

HISTORY OF PUBLIC TRANSPORTATION

SIGNS THAT SHOW WHERE THE BUSES ARE GOINGSAFETY TRAINING, BUS SHELTERS

SIGNS THAT TELL US WHERE TO GET OFF

EASY ACCESS TO INFORMATION

• UNIFORMED BUS DRIVERS

• BUS BOOKS

• WEBSITES

• BUS PASSES

• TRANSFER PASSES

• WIFI

WE GET RIDERS FROM POINT A TO POINT BSAFELY AND EFFICIENTLY

SUCCESS!!

THE JOURNEY TO

WHY is creating fierce

customer loyalty

important?

TRANSFORMING YOUR ORGANIZATION CULTURE INTO ONE OBSESSED WITH THE

CUSTOMER EXPERIENCE & EXCEPTIONALISM

SILENT KILLLERS• INABILITY TO ACTUALLY TALK WITH A HUMAN

• IMPENETRABLE PHONE SYSTEMS

• FRUSTRATING PROCESSES

• #1 UNCARING PEOPLE

WAKE UP!

JAPANESE TRAINS

OPPORTUNITY

TO BE EXCELLENT

COMPANIES KNOWN FOR GREAT

CUSTOMER LOYALITY

WORK TO WIN !

Why Some Doctors Get

Sued and Some Don’t?

ANSWERS

• THEY GENUINELY LIKE THEIR DOCTORS.

• THEY STATE THEIR DOCTORS LISTEN TO THEM.

• THEY FELT THEIR DOCTORS REALLY CARED ABOUT THEM.

• THE STUDY SHOWED IT WAS THE DOCTORS WHO SPENT AN EXTRA 2 -3 MINUTES WITH THEIR PATIENTS WHO DIDN’T GET SUED.

WITHOUT HAPPY RIDERS YOU ARE FALLING SHORT

What Defines

Exceptional Customer Service?

•When you go ABOVE & BEYOND what the customer expects. You take that extra step to make them feel that you understand what they are going through and you want this to be the best experience they have ever had!

IT’S ALL ABOUT THE EXPERIENCE!