Today, I would like to introduce one good bus driver in Kyoto.
Kyoto is now best season for sightseeing. A large number of visitors enjoyed colorful leaves decorating traditional architectures and nature. Of course, most of visitors do not know correct rule of local public transport system, specially "how to ride, pay fee, and get off bus". In addition, a bus is very crowded every time.
In this situation, how can a bus driver provide good trip and a nice time to them in small and crowded bus. Also, how can he transport them less prevention and delayed?
I met one of great bus driver today. He kept better mood in crowded bus, processed any payment well, and drove good!
At first, I was aware that there is no need to speak English well when he asks the customer about a couple of questions. For example, where did you get on? He could not ask like as so. He is only able to speak a word by a word. He spoke "Where?"? No. He said "Ginkaku-ji", "Shisendo", or kinds of famous sightseeing place name. This is very helpful for most of visitors if they cannot speak both Japanese and English. Also, he selected the place where is located at the nearest bus stop changing bus fee. As a result, most of customers were able to pay fee without any detail explanations.
On the second, he asked the customers to move forward area at two bus stops before reaching. It was very crowded bus, and was difficult for the customer to move front area of bus after stopping the bus stop. In such case, a bus has to keep staying longer at one bus stop. This makes delay in transport schedule sometime. However, his announcement is able to resolve this issue safely because the customer is able to move to front area when bus stops. (The customer has to pay bus fee at front area of bus when getting out in Kyoto.)
Lastly, he introduced transition information with good humor. He said "you are not able to reach 'Gion' or 'Sanjusangendo' despite riding on this bus for a long time. If you want, you have to change the bus to the number xxxxx.". This announcement is very good because most of the customers are able to remind this information correctly. The customer may not keep this information in their mind if he only tell "Please change the bus to xxxxx if you want to go to 'Gion' or 'Sanjusangendo'." Specially, some of customers is laughing to this joke. Visitors must have one of good memories of their vacation.
Unfortunately, some unexpected troubles happen in consumer service environment. And the customer does not feel good such as this story sometime. In my opinion, however, we are able to learn from both good stories and complained case, and to keep improving services.
Public Transport in Kyoto
http://www.city.kyoto.jp/koho/eng/access/transport.html
Kyoto is now best season for sightseeing. A large number of visitors enjoyed colorful leaves decorating traditional architectures and nature. Of course, most of visitors do not know correct rule of local public transport system, specially "how to ride, pay fee, and get off bus". In addition, a bus is very crowded every time.
In this situation, how can a bus driver provide good trip and a nice time to them in small and crowded bus. Also, how can he transport them less prevention and delayed?
I met one of great bus driver today. He kept better mood in crowded bus, processed any payment well, and drove good!
At first, I was aware that there is no need to speak English well when he asks the customer about a couple of questions. For example, where did you get on? He could not ask like as so. He is only able to speak a word by a word. He spoke "Where?"? No. He said "Ginkaku-ji", "Shisendo", or kinds of famous sightseeing place name. This is very helpful for most of visitors if they cannot speak both Japanese and English. Also, he selected the place where is located at the nearest bus stop changing bus fee. As a result, most of customers were able to pay fee without any detail explanations.
On the second, he asked the customers to move forward area at two bus stops before reaching. It was very crowded bus, and was difficult for the customer to move front area of bus after stopping the bus stop. In such case, a bus has to keep staying longer at one bus stop. This makes delay in transport schedule sometime. However, his announcement is able to resolve this issue safely because the customer is able to move to front area when bus stops. (The customer has to pay bus fee at front area of bus when getting out in Kyoto.)
Lastly, he introduced transition information with good humor. He said "you are not able to reach 'Gion' or 'Sanjusangendo' despite riding on this bus for a long time. If you want, you have to change the bus to the number xxxxx.". This announcement is very good because most of the customers are able to remind this information correctly. The customer may not keep this information in their mind if he only tell "Please change the bus to xxxxx if you want to go to 'Gion' or 'Sanjusangendo'." Specially, some of customers is laughing to this joke. Visitors must have one of good memories of their vacation.
Unfortunately, some unexpected troubles happen in consumer service environment. And the customer does not feel good such as this story sometime. In my opinion, however, we are able to learn from both good stories and complained case, and to keep improving services.
Public Transport in Kyoto
http://www.city.kyoto.jp/koho/eng/access/transport.html
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