Innovative Interaction: How to Tickle Your Passengers Without Getting Smacked!
Every system or department’s reputation is what defines your success. Your customers (or passengers) perception of how you deliver service becomes the reality.
Sometimes this perception paints an unfair picture. Organizational leadership is often fighting an uphill battle against misconceptions and incorrect facts.
During this session, we’ll discuss both the tools and strategies necessary to find out what issues are affecting your reputation, and how to communicate the most positive aspects of your performance and service levels. Interaction with, and feedback from, customers and passengers is a multi-dimensional activity that requires a defined plan, consistent management, and creativity.
Our discussion will include sharing strategies that have worked at peer institutions. We’ll compare notes and discuss upcoming challenges to work collectively to develop a project plan that will help management meet the challenges with presenting an honest and positive picture, while engaging customers and passengers to better understand how the system can be improved.