Transdev Melbourne has achieved certification from the Customer Service Institute of Australia (CSIA) for the second consecutive year.
CSIA’s Certified Customer Service Organisation process involves assessment and certification to the International Customer Service Standard, which provides both a recognisable benchmark and a 'how-to' implementation approach.
Transdev Melbourne Managing Director, Warwick Horsley said the company was proud to again be recognised for its strong commitment to customer service.
“This re-certification acknowledges our ongoing commitment to transformation across our operations so we can ultimately provide a safe, clean and reliable service for passengers,” said Mr Horsley. “It also builds on our recognition as a Service Champion in the ‘Service Excellence in a Large Business category’ at the 2016 CSIA Awards.
“I’d like to personally thank our management team and all our employees for their continued efforts as Journey Makers in providing the best experience possible for our passengers.”
In its assessment of Transdev Melbourne, CSIA noted a number of improvements across the company’s operations in the past 12 months, including developing and utilising stronger business intelligence and data analysis systems, increased focus on customer benefit as a determining factor in project and capital allocation, and enhancements to its social media and other platforms to create a more contemporary mobility environment.
CSIA also noted Transdev Melbourne’s ability to leverage its global company’s considerable international expertise to strengthen its operations.
“While industry recognition like this is always welcome, it’s also important to acknowledge that the journey to deliver customer service excellence never ends,” said Mr Horsley. “We will continue to adapt and enhance our business in an effort to improve punctuality and reliability and to meet the needs of a growing number of passengers.”
Transdev Melbourne provides bus services for a third of the city’s bus network.
Picture: (from left) Transdev Melbourne’s Managing Director Warwick Horsley, General Manager, Customers, Stakeholders & Marketing Greg McGann, and Acting Marketing and Customer Experience Manager Sebastian Ballesteros.
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