SEPTA: Customer Service 2.0 - PhillyBlog

Mixiboi · #1 (**permalink**) 04-09-2008, 08:31 AM

Going through SEPTA 2009 Budget PDF, it looks like SEPTA is serious about change..and that change is making us less pissed at them:

Quote:

The Customer Service Division is a new division created by transferring the Customer
Service Department and its responsibilities from the Business Services Division. The
Assistant General Manager of Customer Service will report directly to the General Manager.

The Division will be responsible for SEPTA’s customer service functions. Customer Service
responds to service-related customer inquiries concerning travel information, lost and found,
complaints, suggestions and commendations. Customer Service also manages the Senior
Citizen Free Transit Program and the Reduced Fare Program for persons with disabilities.

Note: The organization of this division is currently under development.

Quote:

Principal Responsibilities

Responsible for responding to customer issues and inquiries received via telephone, email,
U.S. mail, fax and walk-ins concerning travel information, lost and found, complaints,
suggestions and commendations. The department also manages the Senior Citizen Free Fare
Program and the Reduced Fare Program for Persons with Disabilities.

Goals

Implement customer service system updates and maintain quality control.

Direct and manage customer correspondence for the General Manage

Quote:

Business Initiatives

• Ensure implementation of interactive voice response system

Provide updated interactive travel information to customers.

• Improve Customer Service Communications/Information

Create clearinghouse for all customer service complaint and commendation
communications.
- Support the development and implementation of a formalized reporting system for
customer complaints and commendations.

• Maintain abandoned call rates at less than 3%

I am hoping this means we get a more friendly customer travel information website.

MarketStEl · #2 (**permalink**) 04-09-2008, 01:08 PM

If he can get this working properly, it will mean a better experience for all who use SEPTA.

I think the bullet point below the one you emphasized is just as important if not more so, though.

However, on the interactivity part: If it means a more transparent and flexible automated telephone information system -- admit it, you don't know what your "STAR location number" is either, do you? And what if you want times for more than one route in a single call? -- then the bullet point you highlighted will be all good, too.

zur · #3 (**permalink**) 04-09-2008, 03:33 PM

I've also had Customer Service blatantly lie to me.

"Where's the 84 bus driver"

Septa: "He's in route to your location"

"My location is at Frankford Terminal on a bus with no driver"

Septa: "Sir, he is in route and will be there soon"

"I'll drive the bus to him I guess"

Septa: "Sir I don't understand"

click

thunda · #4 (**permalink**) 04-09-2008, 05:23 PM

Quote:

Originally Posted by zur

I've also had Customer Service blatantly lie to me.

"Where's the 84 bus driver"

Septa: "He's in route to your location"

"My location is at Frankford Terminal on a bus with no driver"

Septa: "Sir, he is in route and will be there soon"

"I'll drive the bus to him I guess"

Septa: "Sir I don't understand"

click

Ugh. The one and only time I ever called SEPTA customer service, to complain about a bus that never showed up, I had to repeat the information no fewer than four times! Improvement is much needed.

Mixiboi · #5 (**permalink**) 04-09-2008, 07:22 PM

Well having a division that reports directly to the GM should help that.

* Location..lol.

m&m · #6 (**permalink**) 07-17-2008, 10:29 PM

It's a start....

http://septa.org/tools/partner_program.html

Mixiboi · #7 (**permalink**) 07-18-2008, 12:18 AM

I guess this is a responce to iSEPTA and Septime...