CUSTOMER SERVICE AND PERCEPTION ONCE UPON A TIME WHICH STORE WOULD YOU SHOP AT? FIND IT YOURSELF MAXIHELP MINI HELP OUR CUSTOMERS COME FIRST 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 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 Which level of service would you choose? Basic Bus Service Superior Bus Service OR CUSTOMER SERVICE EXAMPLES STUDENTSPARENTSCOMMUNITYSCHOOL STAFFTRANSPORTATION STAFF OTHER A FEW SCENES. Notice the customer. How would you feel as this person? PHONE CALL Play Phone Call movie clip now ADULTS ON THE ROUTE Play Adults on the Route movie clip now ON THE ROAD Play On the Road movie clip now SCHOOL STAFF Play School Staff movie clip now THE PRINCIPAL Play The Principal movie clip now SUBSTITUTE DRIVERS Play Substitute Drivers movie clip now STUDENTS BOARDING Play Students Boarding movie clip now BUS ZONES Play Bus Zones movie clip now HOMELESS VIDEO IN THEIR OWN VOICES Play In Their Own Voices Video or DVD now SUMMARY Many students rely on our service Each driver decides to offer Basic or Superior service Customers like the best service possible 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 EVALUATION Q.Identify 5 Customer Groups that the bus driver serves Q. Name two levels of service EVALUATION Q.Name an example of both Basic and Superior service for each customer group Student School Staff Community Parents Transportation Staff 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. WHAT KIND OF SERVICE DO YOU CHOOSE TO OFFER?