Stagecoach Manchester’s novel approach for Customer Service Week
Celebrating its annual Customer Service Week, Stagecoach Manchester held a live ‘Tweet the Directors” session, encouraging passengers to tweet about its services in Manchester, Wigan, Stockport, Trafford and Tameside.
Using the hashtag #ScGMTTD14, passengers tweeted their comments, concerns and queries to managing director Christopher Bowles and operations director Matt Davies. Today they responded to tweets between 1300 and 1400.
The ‘Tweet the Directors’ session is part of a wider national campaign run by the Institute of Customer Services, with the aim of raising awareness of good customer service and the vital role it plays in successful business practice and the growth of the UK economy. The most recent Independent Passenger Service Survey by consumer watchdog Passenger Focus, showed that 83 per cent of Stagecoach Manchester passengers are satisfied or very satisfied with its service. Stagecoach group has the highest customer satisfaction of any major UK bus operator.
Stagecoach Manchester managing director Christopher Bowles said: “Delivering good customer service is at the heart of our business – our customers are central to everything we do and it is absolutely essential that we provide a consistently good service.
“Our team of employees has helped ensure we already offer high standards of customer service but we know we don’t always get things right and we will continue to work hard to improve even further.
Prior to today’s Twitter clinic:
“Matt Davies and I are looking forward to the ‘Tweet The Directors’ session, which we see as a great opportunity to speak directly with our passengers. Our efforts are not just for one week though – we must continue to deliver the kind of customer service our passengers rightly expect on a daily basis and we are fortunate to have a team of employees who work hard to do just that.”
During National Customer Service Week, Stagecoach employees across the UK will take part in a series of local activities aimed at highlighting the importance of continuing to deliver good customer service day in, day out for passengers.
These include driver customer service workshops and displaying customer compliments throughout depots, to make staff more aware of the feedback.
In the main, most of the tweets were neutral. There was criticism of journey times on the X34 express service, with the section being all stops from Leigh to Boothstown. One called for clearer prohibition stickers for E-Cigs. Another thought Stagecoach’s 42 was worse compared with FirstGroup’s equivalent. Here are some examples of the tweets from today’s clinic:
— Nick Wilson (@Nickfriends) October 6, 2014
— paula hammond (@no_angel_paula) October 6, 2014
— Andrew Bott (@M60lad) October 6, 2014
#ScGMTTD14 when will magic buses be removed? V.smelly and rattly. what will u replace with or should I just get a first pass for 42?
— Helen Grady (@HelenJaneGrady) October 6, 2014
Do you really think a little ‘No Ecig’ sign on each bus is enough to stop people using them? Fed up of folks stinking buses out #ScGMTTD14
— GAMESnMORE (@snorks_store) October 6, 2014
S.V., 06 October 2014.