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WITH the general election done and dusted Tyne and Wear Metro operator Nexus has launched its own manifesto which aims to boost customer service. Every day thousands of Metro users vote with their feet and access the service and this easy-to-read document for staff, Nexus say, is a quick-step guide designed to further enhance the already high level of service Nexus provides for its customers across Tyne and Wear. The guide contains practical tips and advice for staff to follow when working at interchanges and Metro stations on a day-to-day basis. The main points include: * The skill to deal with incidents, including lost children, lost property, assaults, suspected thefts and customer intimidation. * The ability to offer extra help to school parties, tourists, parents with buggies, wheelchair users. * Wearing the correct uniform and being friendly and accessible at all times. * Having good general knowledge of the area, trains and bus times, fares, and the overall layout of interchanges and stations. * Making clear and concise PA announcements at stations. Mike Parker, Director General of Nexus , said "We already provide our customers with a high level of service, but we wanted to produce a guide that our staff would find easy to use. "The accessible format means that all our important customer service goals are at their finger tips and can be looked up in just a couple of seconds. "This means that staff at our interchanges across Tyne and Wear will be able to offer passengers the very best levels of service. "We are delighted with the finished manual and it will only serve to benefit customers who use Metro and bus services on a day-to-day basis. "At a time when the election is grabbing the headlines, it’s our very own manifesto, designed to provide our customers with the excellent levels of service they rightly deserve." John Clough, Non-Executive Director for Nexus, who focuses on customer care, said "It's important that organisations recognise that good customer service is an integral part of safeguarding their business. I'm delighted to have been able to assist Nexus in improving their customer service to date and am pleased to see them making this commitment to the people who use their network."
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