Addressing Difficult Customer Situations (2017) / Chapter Skim
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Summary Public transportation agencies have always had challenges when dealing with difficult passenger situations. Difficult passenger situations are those in which passengers are argumentative, uncooperative, disruptive, or threatening, or assault a transit agency staff member or other passengers.
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2 that is said personally. Personnel might be trained in using verbal judo and how to defuse a situation before it gets out of hand.
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3 understandably frustrated and hurl verbal abuse at the operator. Providing accurate real-time arrival information through automated vehicle locating systems helps calm the nerves of waiting passengers and allows passengers to inform other people if they will be late.
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