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Understanding the Do’s and Don'ts of Customer Relations

Understanding the Do’s and Don'ts of Customer Relations. Scott Wisner Customer Service Manager Valley Metro RPTA. Overview of Customer Service Department. Regional Call Center for bus and light rail services in the Valley Transit information and trip planning Complaint processing

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Understanding the Do’s and Don'ts of Customer Relations

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  1. Understanding the Do’s and Don'ts of Customer Relations Scott Wisner Customer Service Manager Valley Metro RPTA

  2. Overview of Customer Service Department • Regional Call Center for bus and light rail services in the Valley • Transit information and trip planning • Complaint processing • Detours • General information • Receive approximately3 million calls annually • 52 employees; 12 full time teleworkers • 3.7M annual • operating budget

  3. Challenges That Impact Call Volumes • Calls increased from 1 million to 3 million in last decade • Fluctuating Service Levels (additions and cuts) • Fare increases • Ridership increases • Light Rail • Major Events (All-Star Game, R & R Marathon, etc). • Transit Strike

  4. Improving the Customer Experience • Heavy investment in technology • Automated Call Distribution phone switch • Interactive Voice Response (IVR) interface • Trip Planner • Web-based Complaint System • Data reporting module • Agent phone monitoring software • Agent scheduling software • Voice and desktop recording system • Vehicle Monitoring System (VMS) software • Web-based Detours tool (instant messaging)

  5. Impact Technology Had On Performance • Most tools improved productivity; some did not • Requires a lot of resources (financial and staff) to maintain systems and information • Technology can cause frustrations and decrease satisfaction levels • Customers prefer live agents over automated systems unless…

  6. …the application is easy to use, for example: NextRide • Provides real time arrivals at every bus stop in region • Customers call, text, or use online or Mobile application

  7. NextRide • Has dramatically improved customer experience • Ambient noise issues addressed • Dropped calls lowered • Accuracy improved • Usage has exceeded projections

  8. Business Decisions That Worked • Automated Travel Information System • Trip planning tools that agents and customers use to plan detailed itineraries: • Trapeze (Trip planner) • Google (Trip planner)

  9. Telework Program • 12 full time teleworkers • Lower attrition rate • Lowers administrative overhead ($$$)

  10. Saves time Saves fuel cost Saves money

  11. Customer Assistance System (CAS) • Web-based complaint processing software • Efficient way to handle large number of complaints • Allows agents or customers to enter detailed information directly into the system • Assign complaints to contractors, cities, or agency staff • Assign priority level and response deadlines to various complaint types • Email notification for incoming complaints • Ability to attach documents or images • Advanced reporting tools

  12. Valley Metro Mobility Center • Customer Service • ADA Certification • Travel Training • Reduced Fare Program • Paratransit Administration • Alternative Programs For Seniors & Persons With A Disability • Coupon for Cabs • Vouchers for medical trips • Volunteer driver’s program

  13. Lessons Learned • Technology is great, but competent, well trained staff is critical • Reward and recognize staff early and often • Be flexible—not everything you try is going to work • Be proactive—don’t wait for a disaster to happen • The customer is not always right—but don’t tell them this • Upper management support is essential

  14. Questions? Scott Wisner Customer Service Manager swisner@valleymetro.org 602.251.2021

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