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Customer Service in Rider Training By: Phil Sause, Manager, Maryland Motorcycle Safety Program 1SMSA...
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Transcript of Customer Service in Rider Training By: Phil Sause, Manager, Maryland Motorcycle Safety Program 1SMSA...
Customer Service inRider Training
By: Phil Sause, Manager, Maryland Motorcycle Safety Program
1SMSA Nashville, TN 2012
We refer to them as “students” when they are actually our CUSTOMERS
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Instructor
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RiderCoach
Participant
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Customer
Rider
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What is good/bad Customer Service?
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Not Satisfied Satisfied Very Satisfied
?
Examples ofNot So Good Customer Service
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FREE
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The MVA shall provide exemplary
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(that means really, really good)
driver and vehicle services while
enhancing process and product security
Customer Service inRider Training
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PromotionRegistration
Rider Training ProductFollow UpOutreach
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Promotion• Flyers
• Website
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Promotion and Registration• Flyers
• Website• Customer Service Rep
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Registration Walk-in Mail/Fax Online
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Rider Training Product
Instructor
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Instructor - Student
RiderCoach - Customer
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Welcoming
Cordial
Mutual Respect
Value Input
Provide Meaningful Feedback
Listen
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Setting the Tone
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Establishing Superiority
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Having your participants admit
they don’t know something
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No, that’s wrong.
Who has the right answer?
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Laboratory
Coaching
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Give a man a fish and
you feed him for one day
Teach him to fish and
you feed him for a lifetime
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Classic Coaching Errors
Not good customer service
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Rider is pushing the Start button. The engine is cranking but won’t start.
“What will you do?”
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Rider is having problems meeting the exercise objective. He/she can’t maintain sufficient speed.
You say, “Good job”, thinking they will get it eventually.
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You need to be able to give the customer directions to hell and have he/she thank you for them.
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Two strikes?
Three strikes?
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“I was doing fine but my Instructor told meto get out.”
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Is the customer always right?
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“I paid good money for this class and I expect to
get my license.”
“I paid good money for this class and I expected to learn how to ride.”
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Follow Up
“Survey says!”
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End of CourseCustomer Satisfaction Survey
Customer passes –Survey is usually good
Customer is not entirely successful –Survey is usually less than complimentary
No Survey – What happened?
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“Get rid of…”
“The class was going fine until the
Program observer interrupted.”
“My Instructors were great. I’d trust them with my daughter.”
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Outreach
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“You cannot expect to change an individual’s
attitudes or behaviors by insulting them first.”
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“This adult learning stuff is sooo much fun.”
“Go that way, that way, then that way.”
Mooo
MCSP In-Traffic Course 1991-2006
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Fatti maschii, parole femine
Manly deeds, womanly words
Strong deeds, gentle Words
What we do can be more important than what we say