Above and beyond, customer service is the backbone of the public transportation industry as it strives to lure riders from their own vehicles.
With budget cuts spreading transit agencies even thinner, one side-effect that may be getting overlooked is the industry's dedication to customer service.
Without providing warm, excellent customer service, the public transportation industry may lose the golden opportunity to capitalize on its sudden thrust to the collective forefront, which was created when fuel prices reached an all-time high and "going green" became a rallying cry.
The cuts many agencies across the nation are being forced to make could impact their workforce in many ways outside of merely numbers, including morale - an all-important factor when you are asking employees to do more to fill the gaps.
Whether its getting coffee, going to the market or calling a customer care hotline, we all, I'm sure, have encountered the overworked and disenchanted employees struggling to provide customer service as their companies attempt to run as lean and mean as possible.
So, what are you doing to ensure your employees remain focused on serving the customer?
It drives me nuts when people litter. One of my biggest pet peeves is when people throw trash out of their car windows while they’re driving. I’m always tempted to honk my horn when I see drivers slyly ditching cigarette butts through their open window. Listen up, people. We see you!
Agencies that use Twitter to respond to users’ complaints or answer questions get more positive Twitter reaction and more civil discourse online, according to Lisa Schweitzer the author of a recent study analyzing tweets of public transit agencies. “It’s about the marketing potential of social media — a lot of public transit agencies are simply tweeting their problems to the world by blasting out late service announcements. That’s not a good use of Twitter,” she says. “Transit agencies can influence the tone of the discussion by interacting with patrons online,” Schweitzer explains. “It gives people something to respond to, and it reminds people that somebody is listening.”
Usually by early January, I will hopefully have taken down the last of our holiday decorations and eaten or given away the remaining sweets that have become a part of my regular diet during the month of December. Then, of course like most people, I’ll think about ways I want to improve myself for the coming year. Whether it be exercising more (walking from the parking lot to my office doesn’t count), eating less ice cream or managing my email better. The latter practice alone would help improve my efficiency at work immensely. I’m sure you probably feel the same way.
A new National Resources Defense Council (NRDC) study solidifies what the American Public Transportation Association’s (APTA) Transit Savings Report has been telling us for years now: riding public transportation can save users money.
June 20 will mark the 8th annual National Dump the Pump Day sponsored by the American Public Transportation Association, in partnership with the Sierra Club and the Natural Resources Defense Council.