Transit As A Customer Oriented Business Giving Them What They Want, The Way You Want!
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1 Transit As A Customer Oriented Business Giving Them What They Want, The Way You Want! 110 Watervliet Avenue
2 Overview Creating a customer focused environment Supporting your people and initiatives Creating a culture that maintains goals Engaging today's customer Does It Matter? CDTA Case Studies Different players, different roles 2
3 Environmental factors What is a customer focused environment? (Clear definition of the customer experience & recognition of their needs) Address requests in a timely fashion Uniform touch points (Call Center, Social, Grassroots) Positive & Consistent Message Multiple Departments Board/Executive level Follow through Repercussions 3
4 Meet Your Customers 4
5 Empowerment EVERYONE Plays a Role in Good Customer Service (Board, CEO, Legal, Finance, Operations, Marketing, Facilities) Highlight Critical Nature of What We Do to Staff (Cause Effect) Focus on Short Term & Long Term Goals (Provide answers and address policies) Create a Culture of Questions Make Sure You Have Answers 5
6 Meet Your Customers 6
7 Culture Creatures On The Job Tools (Guides, Manuals, GPS Tracking, Website, Phone System) Highlight successes both internal & external Create a workable system for all people, all cases Coursework Dale Carnegie, EBizLibrary Mickey Mouse best case study.almost Lead by example 7
8 Meet Your Customers 8
9 Continuing Culture Quality Information Is Key Old Dogs Personalize it (what works for each person) Follow Suit Yourself Energizing New Tools (Trip Planner, Real time Info) New Blood. 9
10 Meet Your Customers 10
11 Getting Riders Engaged It Has to Matter to Them and Provide Value Be Available Even if They Don t Like Answer Result ideally Shows Progress on Issue Transparency is Our New Best Friend Cant Always Fix It, Sometimes Just Listening Helps All Businesses Provide Customer Service Individually They Determine It s Effectiveness 11
12 Meet Your Customers 12
13 Does It Matter Customers talk more than ever (blogs, on board, bus stops) Referrals, Business Partners all come together Social media helps and hurts but embrace it (truthful, timely, realistic, humanize, fun) Our role makes it matter (services, medical, work) Image enhancement aided by transparency 13
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15 One Stop Shopping CDTA Customer Service Center Sales, Marketing and Call Center under one roof Call Center Open Seven Days a week Two team leads & 10 customer service representatives Answers professional, timely and accurate Coordinate responses w/all departments Nearly 500,000 calls answered annually 15
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17 CDTA Approach Defined outreach process (PPP) Applies to Service Changes, Restructurings, Fares, etc. Travel Training Program (cover four counties, interact w/nearly 200,000 people) Events (grassroots, business) Board level directive on responses Contact us a key element across all channels Deploy the closer as necessary 17
18 CDTA & Me Social Campaign Designed To Enhance Opinion Improve relationship between CDTA and its customers Both Employees & Customers told Compelling Stories Build awareness, educate and engage Improved Outreach Results Over 1,000 entries Grew Social Media Channels (Twitter: 1,775 followers; Facebook: 1,800 likes) 18
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20 Looking Ahead Refine the process Always Take advantage of Technology Embrace Social Media Call Centers/Real People More Important Than Ever Executive Support Highlight Achievers Expect to Do More Because Your Customers Do 20
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