Training

Selena Barlow is an experienced trainer in the areas of transit marketing, market research, service development and customer service.  She is an instructor for the Transit/Paratransit Management Certificate Programs at University of the Pacific and Willamette University.   In addition, she has developed and implemented customized training program for a variety of client

Transit Marketing and Customer Service

This 4 to 8 hour program is based on the class which Ms. Barlow has developed and teaches for University of the Pacific.  It provides a complete overview of transit marketing and the strategic marketing process, addressing product development, customer service and promotional efforts. The participant is exposed to a wide variety of proven marketing strategies and the fast paced program illustrates each point with real-life examples from transit systems of all types and sizes.

Transit Market Research

This full day program provides an introduction to Market Research for transit professionals.  It covers the most common qualitative and quantitative methodologies used by transit agencies -  including on-board passenger surveys, community telephone surveys, focus groups and e-surveys.   It provides an overview of how to implement or oversee each type of research, as well as how to use the data to make better planning and marketing decisions.

Public Speaking – the Ultimate Low-Cost Marketing Tool

Public speaking is one of the most effective and lowest cost marketing strategies available to small transit agencies.  It can be used to increase ridership, build community support and solicit funding.  Yet many transit professionals fail to use this powerful tool due to fear or simple lack of awareness.  This full day workshop addresses:

• Why public speaking is so effective.
• What public speaking can accomplish for a transit agency.
• Who to speak to and how to solicit speaking opportunities.
• Preparing an effective presentation.
• Using tools like PowerPoint, videos and handouts effectively.
• Tips for speaking with presence, overcoming nerves, improving impact.
• Resources for learning to be a better speaker.

Participants have the opportunity to prepare and make a simple presentations followed by a constructive critique. 

Building Quality Service - Everyone's a Customer

This two-day training workshop is based on RTAP’s Building Quality Service training module. It covers five general topics

• Defining Quality Service: Mission statements, Standards and Policies - how they can actually contribute to quality service.

• Customer Service: Applying the basics of Customer Service and Total Quality Management to the transit environment.

• Internal Communications and Training: How to create a customer orientation at every level within your organization.

• Market Research: Tools (including some that are free) to help you develop services and programs that meet the needs of your customers and community.

• Community Marketing: Techniques (particularly low cost ones) for generating transit ridership and support within your community.

The workshop, which is highly participatory, is designed for the involvement of employees at all levels.  It is customized to meet the needs of the sponsoring system or group.

Customized Training

In addition, our team is prepared to work with you to develop other customized training programs in the areas of transit marketing, market research, service development or customer service.  Some of the specific program we have developed for other clients and conferences include:

• Community Transportation Marketing in the New Millennium (Community Transportation Association of America)

• Marketing and Customer Service for Rural Transit Systems (North Carolina, Washington, Oregon and Arizona Departments of Transportation)

• Strategic Marketing Plans: Beyond Advertising (APTA Marketing Conference, Washington State Transportation Conference and Transit Information Exchange)

• Community Based Marketing: A 12-Step Program for Transit Marketers( CalAct,and Arizona Transit Association)

• Marketing Transit to Discretionary Riders (Transit Information Exchange)

• Passenger Surveys as a Tool for Improved Customer Service (Transit Information Exchange)

• Public Speaking: The Ultimate Low Cost Marketing Tool (Transit Information Exchange)