National RTAP Video: Problem Passengers Part 2, Customer Management Techniques

This is one of thirteen video clips included in National RTAP’s newly updated and enhanced Problem Passengers: Managing Difficult Passengers & Situations training course. The earlier version of this training was entitled Problem Passengers, Challenging Situations.

This course portrays many of the challenging situations front line rural transit staff may face and explains appropriate driver responses. It also covers customer management and behavior modification techniques, as well as ways drivers can present themselves to set a positive tone and maintain authority to help prevent situations from escalating. With these techniques, as well as the guidance on specific scenarios covered in this training, drivers will be prepared to handle any situation that comes their way.

Problem Passengers was updated in June 2018. Both the Learner’s Guide booklet and accompanying videos were updated and an eLearning version was developed. The new version now contains content on illegal drugs and service animals. The videos can be viewed as 13 clips or as one 27 minute video. The videos include new scenarios and two “mentors” to help guide the learners through the course content and debrief the scenarios.

For more information about this resource and for related resources, see https://cloud.nationalrtap.org/Resour...