Addressing Difficult Customer Situations (2017) / Chapter Skim
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61 chapter six ConClusions and areas for future researCh Dealing with difficult customer situations in public transportation will always be an issue. Customers are, of course, human beings who might occasionally get frustrated, anxious, or angry over any number of things.
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62 Public Education • Meeting with the public at community forums (school registrations, community centers, health fairs, etc.) , in which transit personnel can inform people of transit etiquette and rules of the road as passengers.
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63 • Contracting for Employee Assistance Program (EAP) services to help transit employees who have experienced some degree of trauma resulting from difficult customer situations return to service with higher confidence.
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64 vehicles or at facilities are prohibited? Perhaps focus groups held with teenage students would allow transit systems to better understand teenagers' attitudes toward transit service and what they believe is reasonable and unreasonable behavior.
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