CUS­TOMER SER­VICE CRED FOR SYD­NEY BUS OP­ER­A­TOR

ABC (Australia) - - NEWS -

WEST­ERN SYD­NEY BUS COM­MUTERS trav­el­ling on Tran­sit Sys­tems-run routes across a range of ar­eas in the re­gion have been in­vited to ac­tively give hon­est feed­back about the ser­vices, as part of a cus­tomer en­gage­ment pro­gramme the com­pany en­rolled in, re­cently.

Tran­sit Sys­tems has un­der­taken the Cus­tomer Ser­vice In­sti­tute of Aus­tralia In­ter­na­tional Cus­tomer Ser­vice Stan­dard (ICSS) process, in striv­ing to: “…cre­ate an en­vi­ron­ment that pro­vides pa­trons and em­ploy­ees with ex­cel­lence in the safe pro­vi­sion of pub­lic trans­port ser­vices,” the com­pany states.

To demon­strate an on­go­ing com­mit­ment to op­ti­mis­ing its bus ser­vices in the Liver­pool, Hox­ton Park and Fair­field re­gions, Tran­sit Sys­tems has just com­pleted five ses­sions of a new pro­gramme called ‘Ask Our Man­agers’.

The new cus­tomer ser­vice ini­tia­tive was rolled out across six sta­tions over the past four weeks – Par­ra­matta, Fair­field, Cabra­matta, Mer­ry­lands, Liver­pool and Bon­nyrigg T-Way.

Tran­sit Sys­tems CEO Clint Feuer­herdt says this pro­gramme opened the lines for com­mu­ni­ca­tion be­tween cus­tomers, bus op­er­a­tors and man­age­ment.

“We wanted to hear di­rectly from our cus­tomers and bus op­er­a­tors, so we can im­prove net­work ef­fi­ciency, and con­tinue in­creas­ing cus­tomer and staff sat­is­fac­tion,” he said.

“It’s not our first step in be­com­ing more cus­tomer cen­tric, but given we trans­port 275 mil­lion pas­sen­gers an­nu­ally, it’s an im­por­tant one.

Com­mu­nity en­gage­ment, on-de­mand trans­port, bus driver cus­tomer ser­vice train­ing and dou­ble-deck buses were also high­lighted as core strengths for the busi­ness, the com­pany states.

All feed­back will be col­lated and pre­sented to the New South Wales State Gov­ern­ment, ac­cord­ing to Tran­sit Sys­tems.

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