Addressing Difficult Customer Situations (2017) / Chapter Skim
Currently Skimming:
Pages 16-23
The Chapter Skim interface presents what we've algorithmically identified as the most significant single chunk of text within every page in the chapter.
Select key terms on the right to highlight them within pages of the chapter.
From page 16... ...
17 chapter three Survey reSultS: extent and nature of the Problem of difficult cuStomerS Survey methodology The purpose of any TCRP Synthesis is to summarize the current state of the practice within the transit industry, usually requiring a survey of public transit agencies to provide insight and information on agency experiences. The APTA electronic membership directory, available to APTA members on its website, served as the source of identifying the appropriate agencies and people to contact for this survey.
|
From page 17... ...
18 FIGURE 6 Locations of transit agencies that responded to the survey.
|
From page 18... ...
19 Type of Difficult Passenger Situation Number of Agencies Reporting Fare disputes 11 Customers with mental health issues exhibiting erratic behavior 9 Customers under the influence of drugs and/or alcohol 7 Passengers upset at late bus or missed connection 4 Assaults on operators 3 Disruptive student passengers 2 Poor hygiene of customers (particularly people who are homeless) 2 Abusive language toward operator or passengers 1 False injury claims 1 Fights or arguments among passengers 1 Customers disobeying grade crossing warnings at commuter rail stations 1 Disputes over flag stop policy 1 Arguments over storing items in wheelchair docking space 1 Use of firearms 1 TABle 1 MOST CHAllengIng TyPeS OF DIFFICulT PASSengeR SITuATIOnS TABle 2 MOST FRequenTly OCCuRRIng TyPeS OF DIFFICulT PASSengeR SITuATIOnS Type of Difficult Passenger Situation Number of Agencies Reporting Fare disputes 13 Customers under the influence of drugs and/or alcohol 6 Rudeness of customers (profanity, verbal abuse, discourteous behavior)
|
From page 19... ...
20 Customers who are intoxicated present similar problems. Such customers pose a safety hazard for the bus operator and other customers and sometimes exhibit uninhibited behavior.
|
From page 20... ...
21 their community had expressed concern about allowing their children to ride transit when they heard reports of disturbances or disruptive passengers. long Beach Transit (lBT)
|
From page 21... ...
22 passenger situations they experience. The Champaign–urbana Mass Transit District (CuMTD)
|
From page 22... ...
23 Sarasota County Area Transit (Florida) reported that complaints regarding difficult passengers have decreased because most passengers focus their attention on their cell phones and social media to the point that they are "tuned out" and not observant of conditions on their trip.
|
From page 23... ...
24 the very moment they're feeling it. The reason this becomes disruptive and creates difficult or chaotic situations aboard the bus is essentially that the right to privacy for the operator and other customers is stripped away with one person's insistence on taking pictures and video to ‘live' capture their frustrations with a situation as it may be unfolding.
|
Key Terms
This material may be derived from roughly machine-read images, and so is provided only to facilitate research.
More
information on Chapter Skim is available.