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


Instructor


RiderCoach

Participant


Customer

Rider


What is good/bad Customer Service?


Not Satisfied Satisfied Very Satisfied

?

Examples ofNot So Good Customer Service



FREE

The MVA shall provide exemplary


(that means really, really good)

driver and vehicle services while

enhancing process and product security

Customer Service inRider Training



PromotionRegistration

Rider Training ProductFollow UpOutreach


Promotion• Flyers

• Website


Promotion and Registration• Flyers

• Website• Customer Service Rep


Registration Walk-in Mail/Fax Online


Rider Training Product

Instructor


Instructor - Student

RiderCoach - Customer


Welcoming

Cordial

Mutual Respect

Value Input

Provide Meaningful Feedback

Listen


Setting the Tone


Establishing Superiority


Having your participants admit

they don’t know something


No, that’s wrong.

Who has the right answer?


Laboratory

Coaching


Give a man a fish and

you feed him for one day

Teach him to fish and

you feed him for a lifetime


Classic Coaching Errors

Not good customer service


Rider is pushing the Start button. The engine is cranking but won’t start.

“What will you do?”


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.


You need to be able to give the customer directions to hell and have he/she thank you for them.


Two strikes?

Three strikes?


“I was doing fine but my Instructor told meto get out.”


Is the customer always right?


“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.”


Follow Up

“Survey says!”


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?


“Get rid of…”

“The class was going fine until the

Program observer interrupted.”

“My Instructors were great. I’d trust them with my daughter.”


Outreach


“You cannot expect to change an individual’s

attitudes or behaviors by insulting them first.”


“This adult learning stuff is sooo much fun.”

“Go that way, that way, then that way.”

Mooo

MCSP In-Traffic Course 1991-2006


Fatti maschii, parole femine

Manly deeds, womanly words

Strong deeds, gentle Words

What we do can be more important than what we say

customer service in rider training by: phil sause, manager, maryland motorcycle safety program 1smsa...

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