Enroute Procedures Directions: Please read this material, watch the video and complete the practice on a printed copy. Place the printed copy with your answers in your training folder. You will be required to present a complete folder before taking the Mastery Test. Time 30-minutes plus practice. Course Overview This course will focus on Pre-arrival announcements, customer alighting and boarding, co-worker / customer relations enroute. Learning Objectives At the completion of this module, participants will be able to: 1. List 10 items a pre-arrival announcement should include. 2. Describe the procedures for boarding and alighting customers enroute. 3. Explain the proper procedure for stopping at a closed facility. 4. Define proper meal/rest stop procedures. Practical Application Topics You will practice these enroute procedures throughout your career. Pre-arrival Announcements Alighting and Boarding Customers Enroute Customer/Co-worker Relations Enroute The Final Destination Pre-arrival Announcements As you approach your first stop, you must give your customers information about the stop in a prearrival announcement. The pre-arrival announcement alerts customers who are alighting at the stop. It also lets other customers know about any facilities at the stop. Course 48 Enroute Procedures Page 1 of 5
There are several components of a pre-arrival announcement. Your pre-arrival announcement should include the following: Name of arriving city. Bus number and on time status Remind customers to remain seated until the bus comes to a complete stop. Connecting information. Length of the stop. Instructions for claiming baggage at bus side. A caution about leaving valuables unattended. Reboarding instructions. Where to obtain any additional information. Thank the customers for choosing Greyhound. Alighting and Boarding Customers Enroute At smaller terminals, you may not have baggage handlers. At these stops, you will release and check baggage yourself. Position yourself at the bus door before anyone gets off. Stand beside the bus facing the door. You must assist every customer getting off the bus. At terminals without baggage handlers, unload the customer baggage after all customers are safely off the bus. Boarding new customers, again stand near the door of your bus while boarding customers. Check customers tickets to make sure they are getting on the correct bus then punch or pull the ticket(s). After you have boarded your new customers, again update the on/off count on your trip envelope. All customers must be accounted for before you leave each stop. Remember, do not put your bus in motion until all customers are seated and all carry-on baggage is secured. When driving at night or on weekends, you will stop at locations that are closed. Check the lockbox for GPX packages and baggage. You may also have deliveries of GPX which you should leave in the lockbox. Remember, if you are stopped for 10 minutes or more, you must update your Daily Log showing a change of duty status. Course 48 Enroute Procedures Page 2 of 5
Customer/Co-worker Relations You will be dealing with customers throughout your trip. You will also deal with terminal and maintenance co-workers enroute. It is critical that you maintain a superior level of service and good working relationship with your customers and co-workers. Teambuilding with co-workers: Introduce yourself and get to know your co-workers by name. Operate your schedule on time and safely. Provide assistance with boarding customers and loading baggage and GPX. Always service lock boxes enroute. Be polite and treat your co-workers with respect. Give feedback to your co-workers regarding service. Never get into a confrontation with a co-worker, particularly in front of customers. Customer Relations Guidelines Do not take any customer s display of anger personally. Deal with the problem, not the person. Find a solution. How can you provide service that goes beyond the customer s expectations? The Final Destination Below are guidelines for customer service and taking care of your bus at your final destination. Assist your customers getting off the bus. Make sure you are stationed facing the door until every customer has safely exited the bus. Thank each customer for going Greyhound. Answer all questions. Unload and release baggage, if necessary. Check the inside of the bus for items your customers may have left behind. Perform post-trip inspection of your bus. Complete your M-7 and M-27. Secure your bus, if necessary. Post-Trip Paperwork Complete your trip envelope. Record your passenger counts on the VRU or LCE using the information on your trip envelope. Update your Daily Log and additional forms if needed. Course 48 Enroute Procedures Page 3 of 5
Turn in your trip envelope, daily log and any other paperwork to your supervisor at your home terminal upon your arrival. Practice Complete the questions below in your own words. After answering place these pages in a folder. You will be required to turn in your work before you can take the mastery test. 1. List 10 items a pre-arrival announcement should include. 2. Describe the procedures for boarding and alighting customers enroute. 3. Explain the proper procedure for stopping at a closed facility 4. Define proper meal/rest stop procedures. Quiz True or False Print T or F in the spaces provided. 1. At smaller terminals, you may not have baggage handlers. 2. If you are stopped for 10 minutes or more, you must update your Daily Log. 3. It s not necessary to position yourself at the bus door before anyone gets off. 4. Your pre-arrival announcement should include the next drivers name. 5. It is not necessary to check the lock boxes for GPX and baggage on weekends. Quiz Answers T, T, F, F, F Course 48 Enroute Procedures Page 4 of 5
NOTES: Course 48 Enroute Procedures Page 5 of 5