>> SERVICES
>> Bus Passenger
>> Fleet Tech Manager
>> TROPCS-IQ™
>> ARCS™
TROPCS-IQ™ (Transit Operations and Parking Customer Service IQ Training)
A negative passenger experience with a front line parking services employee or bus driver is the single most difficult problem to resolve in a parking and transit system. The first ninety seconds of interaction typically establishes the tone for a customer’s entire perception of their experience. Driver interaction with passengers can become the single point of failure in even the most well designed transit operation. Parking services employees who interact with the public on a daily basis need the tools to prevent minor issues from becoming major problems and altercations.
To support our customers in responding to these difficult transit and parking operations challenges, Solstice Transportation Group has teamed with The Ingersoll Group to design and create TROPCS-IQ™. TROPICS-IQ™ is a customer service training program specifically tailored for bus drivers, parking services employees, and parking enforcement professionals. We employ a unique approach not found previously within the passenger transportation industry. TROPICS-IQ™ combines passenger and parker interaction protocols with cross-industry customer service training standards. We are able to pinpoint the specific driver behaviors that are most important to the riders of your bus system, as well as the key elements of the parking services interaction with customers. Customer service and safety move in the same direction and the results are intensely successful.
The program begins with an environmental survey, which asks a series of situational questions that don't have correct or incorrect answers, but rather identify an inclination towards certain behaviors. The customer receives an analysis report and management debrief that shows each employee’s result, as well as a system wide evaluation of key areas of customer service deficiency.
Get Caught Doing Something Right™ is a comprehensive training program which covers the critical components of customer service training for drivers and parking service professionals. This program contains training modules focused on the critical components of service required for front line employees. Additionally, we incorporate the results of the environmental survey coupled with a Senior Alignment Meeting to add selected training modules that are focused on the unique needs of your individual system. If needed, customers may purchase TROPCS-IQ Triage™. This program helps those customers who cannot significantly improve their Customer Service IQ internally, and therefore require special intervention directly from Solstice Transportation Group, Inc. This service is delivered on a per day basis.
Transit Operators and Parking Services Professional Environmental Survey
I. Interaction
– How the employee interacts with the passengers or customers. Includes welcome, greeting, follow up, and engagement. Addresses the creation of a positive impression and good feeling with passengers and customers.
II. Information Dissemination
– Providing updates and information to passengers and customers. Helpful reminders and information about upcoming problems or positive information.
III. Conflict Resolution
– Handling difficult situations, avoiding arguments and diffusing angry situations.
IV. Transit System Evaluation
– Understanding what passengers or parking customers like or dislike about the system. How can they improve without inviting challenges and potential escalation of heated exchange.
– Overall impression of the experience, institution or employees.
V. Management Communication and Personal Development
– How to communicate with the boss, avoid just punching a clock mentality. Evaluate how well they share thoughts and ideas, and tolls getting feedback pushed up the chain of command.
Summary of TROPCS-IQ™ Training Program Topics
• Passenger and Customer Entrance and Exit Activities
• Interaction with Customers and Passengers – Possibilities and Probabilities
• Sharing Information and Gathering Passenger or Customer Feedback
• Conflict Avoidance and Resolution
• Employee and Management Interaction
Our FREE Fleet Tech Assessment Form is a good place to start reducing your truck fleet’s impact on the environment without spending a ton of money.
