CUSTOMER SERVICE CRED FOR SYDNEY BUS OPERATOR
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.