In the highly competitive cruise and ferry business, meeting customer needs is paramount. In order to deliver first class service a ship's crew must first be properly trained and motivated.
However, there are still a number of passengers for whom the ferry and cruise service experience is far from first class. How Can I Help You? Passengers with Disabilities illustrates the many issues faced by passengers that require additional support from the crew. The programme focuses on the need for greater sensitivity from crew members, so that they can make passengers with disabilities feel more comfortable and secure in order to enjoy the voyage.
How Can I Help You? Passengers with Disabilities is about motivating the crew to ask - how best they can help. The DVD and accompanying workbook highlight three people with different disabilities. PAUL is hard of hearing. By showing interest and asking questions, crew members are able to establish PAUL'S preferred means of communication and reassure him that, in an emergency, he is safe in their hands. A similar, sensitive approach by crew members has a dramatic effect on the comfort and wellbeing of LINDA, who uses a wheelchair, and MARGARET who makes regular ferry trips with her guide dog.
How Can I Help You? Passengers with Disabilities highlights the need to use the correct procedures when dealing with people with a disability, and underlines the fact that although many ships have been adapted, it is the crew's attitude that is more important.
Welcome Aboard! Dealing with Ferry Passengers
Code: 983 Time: XX mins
This programme gives guidance on establishing a good level of customer service. It provides advice on how to deal with passengers effectively, including those who are disruptive. It covers many aspects of service including why customer satisfaction matters, effective communications, understanding passenger behaviour, and handling aggressive passengers and difficult situations.
The programme gives crew members a ‘tool kit’ of techniques to assist passengers in a professional manner, with the ultimate aim being customer satisfaction.
Code: 958 
