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This Concept Map, created with IHMC CmapTools, has information related to: Operator training Award, Driver Performance determine The Customer Experience, A more determined and coordinated approach was necessary and so embarked upon a recruitment campaign. This was designed to attract a number of good applicants, make a careful selection and then steer them through a comprehensive training programme. outlines The Solution, The Customer Experience means either Complain, a job considered of low status traditionally poor pay and benefits seasonal and uncertain work patterns driving ‘maturity’ necessary an ageing workforce poor training and development contribute to The Problem, Driving Skills Customer Skills Knowledge (using and developing) Planning (organising work) Application (job performance) Thoroughness (attention to detail) In addition, there are other attributes which will stand a driver in good stead, such as adaptability, co-operation, communication, initiative, problem- solving, or reliability. Every driver will have a different mix of these characteristics and skills. required in the The Person, The Customer Experience means either Travel Again, the service reliability and punctuality the company’s reputation the quality of the brochure and marketing the standard of sales and administration the content of the tour positive expectations determine The Customer Experience, Benefits to the Customers Benefits to the Driver Benefits to the Company Benefits to the Industry mean positive Results, meet every one of our customers look after the personal needs of customers handle heavy baggage skilfully manoeuvre large vehicles manage bus timetable or tour operation navigate in unfamiliar places resolve difficult situations respond to incidents and accidents makes up The Job, Recruitment Selection Induction Training Development Needs Assessment Delivery makes up The Programme