10 Oct 2014
Stagecoach East Scotland recently celebrated National Customer Service Week by carrying out a range of activities between 6th-10th October.
National Customer Service Week is run by the Institute of Customer Service and its aim is to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.
Throughout the week, Stagecoach received numerous positive comments from all areas of the business as customers were invited to nominate their customer service star. Overall there were 15 nominations during the week which were then placed into a draw which included 44 staff who had also received positive feedback since the start of the financial year. Tabasam Ashfaq, from Dunfermline depot was randomly selected to win £200 worth of retail vouchers, whilst all nominations also receive a £20 voucher.
To treat customers during National Customer Service Week, Stagecoach East Scotland held an Online Discount Day where all tickets purchased online received an extra week's travel for free. Other activities included breakfast giveaways at Halbeath Park & Ride with assistance from Kirkcaldy based, Cupcake Coffee Box, and Perth, Mill Street with assistance from Jannetta's Gelateria.
Customers also received the opportunity to voice their queries with Andrew Jarvis, Managing Director and Mark Whitelocks, Operations Director, through an afternoon's opportunity to 'Tweet' the directors.
Throughout the week, a number of directors and managers also went back to the floor as conductors, cleaners, customer service staff, painters and traffic office staff for a day.
Stagecoach East Scotland also conducted an internal communications campaign for various employees with a Customer Service Quiz reminding staff of the importance of delivering excellent customer service at all times.
Stagecoach East Scotland Managing Director, Andrew Jarvis said: "National Customer Service Week is a great time for us to do a little extra for our customers, in this case, free breakfast and a week's free travel. The opportunity to chat to myself and Mark directly meant that we can gauge exactly what our customers are saying about us on social media and I really enjoyed my day as a conductor, speaking to passengers in Dundee!
"Of course we know great customer service isn't just for one week, we're always trying to improve our levels of customer service and that won't stop. Staff who were nominated for their customer service throughout the week, as well as those who have received positive feedback earlier this year have received acknowledgement for their efforts and I'd like to thank all our passengers who nominated their customer service stars, last week or for any feedback you've provided us with in recent months."
Photograph 1: Sarah Elliott, Marketing Manager, Stagecoach East Scotland working in the paint shop at Aberhill Depot.
Photograph 2: Mark Whitelocks, Operations Director, Stagecoach East Scotland working in customer services.