Customer service is the cornerstone of great public transit. Your employees perform customer service during every aspect of service. Drivers serving as the front line agent, administrative representatives providing crucial planning to customers, and operational staff on-call for trips that are sometimes life saving. Don’t know how you are doing in the realm of customer service? Ask! Issue a brief survey on-board or create a Twitter poll online. Engaging with your customers is key.
Ensure your customer service is the best it can be with these helpful tips from Survey Monkey.
Try to identify a common ground–like shared interests–with the people you help. Having this point of understanding makes conflict easier to overcome by humanizing the relationship, and it endears customers to your rep (and ultimately your company).
Practice active listening so your customers feel heard. Clarify and rephrase what the customers say to ensure you understand them. Empathize with and reflect their feelings by saying things like, “That must have upset you” or “I can see why you feel slighted.”
Follow-up after a problem is solved. Make sure the issue stays fixed and that your customers were satisfied with the service. Sending an email, or even a feedback survey is an excellent way to let the customer know you’re still on their side.
Looking for more ways to improve your customer service? We want to hear about it! Send us a message at TAM@TAMinc.org.