For those of you from “my era,” you may remember the song “Metro” by the rock group Berlin. The singer was on a train from Paris to London, met her boyfriend in a pouring rain, and he was “Swimming through apologies.”
Well the group Berlin must have been ahead of its time, because there is a modern day Metro that apparently got tired of giving apologies, and they decided to do something about it.
In the article Metro To Revamp Customer Service, the author discusses how the Fairfax Metro system is creating a new customer service program. After dealing with numerous complaints, the Metro has created a “Customer Service Action Plan” to improve the customer experience. Let’s quickly review the key plan points:
- Provide customer service training
- Put new electronic displays in the train stations
- Improve their payment card system
- Upgrade the stations themselves with better lighting and other improvements
- Address and communicate better about security and youth behavior.
If we take a broad assessment of these key points, they deal with the impact of staff on the experience, process improvement, facility layout/signage, external communications, and safety. From that broad perspective, that’s very good. That deals with people, processes, and products. It deals with communications to the public. So we like the comprehensive nature of what they’re trying to do. So what are they missing?
How will they reinforce the importance of customer service and skills with staff after the training? What will they do to ensure the trains run on time? How can they ensure that processes (other than payment processes) are quick and self-evident?
When you think of revamping your organization’s customer experience, be comprehensive enough to address your people, processes, and products. But don’t just do something that will make an impact today. Incorporate plans to continually communicate and improve the experience in the future.
Ride the train to GREAT customer service!
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Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/