BETSY DUNBAR Journe… · PATIENTS WHO DIDN’T GET SUED. WITHOUT HAPPY RIDERS YOU ARE FALLING...
Transcript of BETSY DUNBAR Journe… · PATIENTS WHO DIDN’T GET SUED. WITHOUT HAPPY RIDERS YOU ARE FALLING...
BETSY DUNBAR
THE JOURNEY TO
HISTORY OF PUBLIC TRANSPORTATION
SIGNS THAT SHOW WHERE THE BUSES ARE GOINGSAFETY TRAINING, BUS SHELTERS
SIGNS THAT TELL US WHERE TO GET OFF
EASY ACCESS TO INFORMATION
• UNIFORMED BUS DRIVERS
• BUS BOOKS
• WEBSITES
• BUS PASSES
• TRANSFER PASSES
• WIFI
WE GET RIDERS FROM POINT A TO POINT BSAFELY AND EFFICIENTLY
SUCCESS!!
THE JOURNEY TO
WHY is creating fierce
customer loyalty
important?
TRANSFORMING YOUR ORGANIZATION CULTURE INTO ONE OBSESSED WITH THE
CUSTOMER EXPERIENCE & EXCEPTIONALISM
SILENT KILLLERS• INABILITY TO ACTUALLY TALK WITH A HUMAN
• IMPENETRABLE PHONE SYSTEMS
• FRUSTRATING PROCESSES
• #1 UNCARING PEOPLE
WAKE UP!
JAPANESE TRAINS
OPPORTUNITY
TO BE EXCELLENT
COMPANIES KNOWN FOR GREAT
CUSTOMER LOYALITY
WORK TO WIN !
Why Some Doctors Get
Sued and Some Don’t?
ANSWERS
• THEY GENUINELY LIKE THEIR DOCTORS.
• THEY STATE THEIR DOCTORS LISTEN TO THEM.
• THEY FELT THEIR DOCTORS REALLY CARED ABOUT THEM.
• THE STUDY SHOWED IT WAS THE DOCTORS WHO SPENT AN EXTRA 2 -3 MINUTES WITH THEIR PATIENTS WHO DIDN’T GET SUED.
WITHOUT HAPPY RIDERS YOU ARE FALLING SHORT
What Defines
Exceptional Customer Service?
•When you go ABOVE & BEYOND what the customer expects. You take that extra step to make them feel that you understand what they are going through and you want this to be the best experience they have ever had!
IT’S ALL ABOUT THE EXPERIENCE!