Public transport is a great invention, particularly when it runs like clockwork. however sadly, that isn’t at all times the case – so how can transport authorities deliver customer support to their users where they need it and when they need it? I not too long ago spoke with Justin Clark of Transport for greater Manchester to search out out who they do social customer service.
Have a listen to the interview on iTunes, SoundCloud (under) or maintain studying for a abstract of our chat.
tell us in regards to the shift from traditional customer service to social customer support?
“It’s very tough for an organization like ours. unlike shops and private sector corporations, we don’t have a particular target market. in case you take into accounts who makes use of transport on a every day foundation, it’s college children up to OAPs of their 70s and 80s, so our customer service could be very versatile. We want to supply traditional channels but Twitter is, more and more, changing into our primary channel. We’ve considered that in the closing yr – in the last six months, particularly. for those who take a look at the facts for our two Twitter money owed, they’re going up and up and up month per month. And we’re seeing an instantaneous correlation between people contacting us on Twitter and a reduction in peewees within the phone line and the email.”
provide us an instance of a transport trouble and the way you handled it?
“Yeah, positive. So about two months ago, our Metrolink tram community shut down throughout the network – it was once a communications difficulty between the trams and the keep an eye on centre. So this stuff occur with all transport techniques however it supposed that from 10:00am to 4:00pm there were no trams running across your entire community. The challenge for our customer service workforce is dealing with the fallout from that. So it’s responding to buyers and it’s with the intention that accurate information goes out. So from a statistic perspective, in two hours, our mentions grew by means of 1000% in comparison with a standard day. In response, I referred to as in the entire crew – so all eight individuals, plus a couple from the communications workforce, jumped on and in truth, our response occasions increased right through the quandary. We replied to, i think, 70% of mentions inside 4 minutes.
And a real certain, from my point of view, is we in fact had people on the trams instructing different passengers as a result of we have been talking to them on Twitter. because it was once a communications issue, it was tough to contact the drivers, to contact individuals across the network. So Twitter was our default communications channel.”
How do you method people who find themselves angry and upset and want to vent their frustrations?
“It’s very simple for me – we speak to folks as folks. We don’t deal with folks as customers. And one of the first issues I did was write a playbook for the staff which used to be known as “you are not a robotic.” So the focus for me is to position your self in that customer’s place. if you’re in a tram platform, it could be wet, you could be late for work, you could be stressed. imagine that feeling. reply to that end. quite a lot of the time, when we get offended buyers, if you happen to discuss to them like human beings, they respond in variety. So we see lots of people venting, shouting at us. Ten minutes later, they’ll reply with apology saying, “I realize it’s now not your fault. It’s just irritating.” We get that. We remember the fact that. We’re just there to help. And yeah, if individuals are angry, that’s effective, you know. at the start, we need to type their difficulty out. And once more, it’s simply talking to people as you might to another human being.”