Customer Care & Passenger Safety
READ
The 3 P’s
Preparedness
Review trip sheets/itineraries/routes/safety procedures daily
Pre-tripping vehicle
Personal appearance → First impressions go a long way
Be polite and courteous
Communicate - stand outside the vehicle, review plans with leader of the group
Demonstrate safety features of the vehicle
Show proper storage of personal belongings
Continue to communicate throughout the tour with the leader
Allow “some” flexibility with requests from clients if it is feasible
Practice
Begins with personal driving habits
Seatbelts
Don’t drive distracted → no cell phone use, no eating, no drinking
Follow the speed limit → Be advised in to adjust speed in inclement weather
Follow at a safe distance
Drive defensively not offensively
Passenger Control
Crisis Management Plan
IAM
Identify
Body language indicators
If something seems suspicious, report to dispatch immediately; “If you see something, say something.”
Assess
How serious is the situation?
Know your capabilities
Manage the situation
Manage
Verbal conflict resolution
(From Management) Policies and procedures for personal safety planning
Per the law, our drivers have the right to defend themselves
Fight or flight
A Standard of company policies for every driver to follow
Think outside the bus