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Professionally Handling Customer Feedback

Professionally Handling Customer Feedback. Complaint Policy/Procedures. Tulsa Transit’s Call Center is committed to receiving & investigating comments, suggestions, compliments, complaints from customers, general public regarding operations, policies, safety, company procedures.

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Professionally Handling Customer Feedback

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  1. Professionally Handling Customer Feedback

  2. Complaint Policy/Procedures • Tulsa Transit’s Call Center is committed to receiving & investigating comments, suggestions, compliments, complaints from customers, general public regarding operations, policies, safety, company procedures

  3. Objectives • Provide higher level of customer service • Document feedback to better serve present, future needs of customers, community

  4. Objectives • Timely respond to customer, general public requests, issues • Evaluate transit policies, procedures while increasing efficiency, reliability, service to customers, community

  5. Feedback Receipt • Feedback comes to CSR via telephone, email, mail, or fax • Complaints taken up to 30 days past date of incident (except Title VI) • If past 30 days, classified as comments

  6. Feedback Receipt • Feedback recorded on LIFT & Fixed Route Comment Form by CSR immediately upon receipt • Complainant must provide complete address, telephone number, or email address

  7. Feedback Receipt • Complaints without contact information classified as comments • CSR electronically files completed form in Quality Assurance folder on Tulsa Transit server (F drive)

  8. Feedback Receipt • Call Center staff contacts customer within three days to: • Apologize for inconvenience • Obtain additional information about complaint • Assure customer complaint will be investigated, follow-up within 10 days

  9. Feedback Receipt • All complaints are logged with following information: • Name & contact information • Date of report & date of incident • Driver name & route • Type of complaint & general description

  10. Complaint Investigation • Call Center staff investigates fixed-route and 508 complaints with assistance from Operations Department staff • Operations Department has seven days to provide information to Call Center about complainant’s allegations

  11. Complaint Investigation • Call Center staff investigates LIFT and Call Center complaints with assistance from LIFT contractor(s) • LIFT contractor(s) has five days to provide information to Call Center about complainant’s allegations

  12. Complaint Investigation • Complaint investigations include: • Viewing on-board video recordings • Listening to recorded telephone calls • Interviewing drivers/dispatchers • Reviewing driver manifests/dispatcher logs • Reviewing operational emails (i.e., late buses) • Reviewing Trapeze Tracker Notes

  13. Complaint Investigation • If complainant requests follow-up, Quality Assurance Supervisor contacts with results within 10 calendar days • Responses can be provided via: • Telephone • Letter • Email

  14. Title VI Complaints • Title VI protects against discrimination on the basis of race, color, national origin • Complaints that allege discrimination will be taken up to 180 days from date of incident

  15. Title VI Complaints • Complaints are filed in same manner by CSRs • Call Center staff forwards complaints that allege discrimination to Title VI Coordinator who is responsible for investigation and follow-up with complainant

  16. Reporting • Monthly report compiled that includes: • Complaints by mode (fixed-route, LIFT, Nightline) & type (pass up, driver attitude, no show, etc.) • Complaint determination (valid, invalid, undetermined) • Complaints per 10,000 boardings

  17. Intake Procedures • Everyone has the right to share their concerns with Tulsa Transit • Not every concern needs to be recorded as a formal complaint • Sometimes concerns arise when complainants don’t understand policy

  18. Intake Procedures • Apologize – I’m sorry is all some people need to hear • Empathize – help the customer understand you care about their problem • Open the LIFT & Fixed-Route Comment Form (take notes as you listen)

  19. Intake Procedures • Ask for more information: • Take the trip with the customer • Experience it from their perspective • Get inside their head and walk around • Ask probing and confirming questions

  20. Intake Procedures • When the complaint is about the fixed-route: • Find the trip in the Traveler • Stand on the corner where the customer stood • Eavesdrop on the conversation between the bus operator, customer

  21. Intake Procedures • When the complaint is about the LIFT: • Find the trip in Trapeze • What time was the trip scheduled (window)? • On what route was the passenger scheduled?

  22. Intake Procedures • When the complaint is about the LIFT: • What can you learn from Tracker Notes? • Who scheduled the trip? • What day and time was the trip scheduled?

  23. Intake Procedures • Attempt to correct any misperceptions the customer may have with TACT • If the customer is still not satisfied: “Would you like to file a formal complaint?” • Complete all fields on the complaint form

  24. Intake Procedures • Review the complaint with customer • Check to ensure you heard the customer correctly, recorded information accurately, completely • Thank customer for calling

  25. Intake Procedures • Assure customer the complaint will be investigated and a supervisor will follow-up within 10 calendar days • File the complaint form in the appropriate file

  26. Professionally Handling Customer Complaints

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