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Transit Ambassador - Create a Culture for Customer Service
CUTA's Transit Ambassador Program will help your transit system create or expand upon a culture of customer service by empowering your employees with skills to better handle the many situations that arise when interacting with a customer. This program is very flexible and is customizable: use it as is "off the shelf" or modify it to meet your specific implementation objectives.
The Transit Ambassador program is comprised of a series of training modules which address many different topics in customer service. These modules are broken grouped as follows:
Transit Ambassador Train the Trainer: Core Modules
1. Essentials of Customer Service
2. Effective Communication
3. Managing Customer Feedback
4. Managing Stress
Transit Ambassador Train the Trainer: Advanced Modules
5. Difficult Situations
6. Dangerous Situations
7. Diversity in Transit
Transit Ambassador Train the Trainer: Refresher Training
8. In the Driver's Seat
9. Advanced Customer Service Training for Experienced Operators
The TTT - 4 Core Modules is the absolute prerequisite for this program. This 5-day certification course addresses the fundamental issues of customer service in its content and develops the skills of the person/people in your organization who will be facilitating the program. Even seasoned trainers who have taken this TTT comment that it is the most thorough feedback and coaching for trainers that they have ever received. This is the quality cornerstone that CUTA has set as an industry standard over the past 20 years. Trainer who have achieved certification as a Transit Ambassador Trainer know what it takes to complete the process and managers know that their staff has achieved the highest level of training available in our industry. Best of all, upon completion of the Core Modules certification program, CUTA continues to support and coach the newly certifies trainers with other additional programs and tools and User Group sessions.
Transit Ambassador Train-the-Trainer Materials
When transit systems enroll their Trainers to a Transit Ambassador Train-the-Trainer session, CUTA Master Trainers equips the Trainer with all the materials needs to deliver this program throughout the organization. The Trainer will receive one copy of each of the 4-core Modules, and this will allow the trainer to begin training as soon as they are certified. Each module contains a Facilitator's Guide, a Leader's Guide and the multi-media DVD contains the electronic files of these guides so Trainers are able to print out and use as many participant guides as they need. In addition, the multi-media DVD contains the PowerPoint needed to deliver the training as well as the demo videos that are used to accompany each module.
They are provided with the knowledge and facilitation skills needed to return to their place of work and implement their own training programs. This gives the transit system the freedom to train other employees and transfer these new skills.
Train-the-Trainer participants feel an immense amount of accomplishment upon completion of our programs and they carry their new skills with confidence back into the workforce.
Post Certification: Transit Ambassador Virtual Cafés for TA Trainers
Trainers who are certified in the Transit Ambassador Program are invited to participate in the Virtual Cafés that are organized by CUTA. The objectives of these free virtual meetings are to meet other Transit Ambassador Trainers from across North America and to discuss the issues, challenges and accomplishments that other systems and transit authorities face. Join our Virtual Cafés, and register through our Education and Training webpage. Once we receive your registration form, we will confirm the login details and the agenda that we will use for the call.
Transit Ambassador Subscribers
The Transit Ambassador License Fee is a one-time investment, and once systems purchase the program, they do not need to pay for upgrade fees for new versions. Transit Systems and Authorities who have not yet migrated to the 2008 version of the program can contact us to find out more on how to move to the new program. To date, there are 66 Canadian organizations using this program, 46 transit authorities in the US, and 30 systems abroad. Transit Ambassador is currently available in English and French.