Customer Service Boost

Posted on Friday, 9th March 2018 at 09:47

It’s now easier than ever to get in touch with Edinburgh Trams thanks to the latest technology and the formation of a new dedicated, in-house Customer Relations team.

In response to feedback from customers and to meet growing demand, customer relations officers will be available for live online chats as well as through social media and SMS.  

Of course, they can also be contacted by email and on the telephone during extended Customer Relations opening hours and the tram’s Twitter account will continue to remain active 24/7.

Dean Anderson, Customer Experience Manager at Edinburgh Trams, explained:

“Following nearly four years of continual growth these new arrangements will provide a real boost for customers and make it even easier for them to find out about our services and offers.

“It’ll also bring together a number of existing communication channels under one roof and speed up response times with a promise to answer all enquiries, however they are received, within 24 hours.”

A new team of Customer Relations Officers have been recruited and trained and are now available from 7.00am to 7.00pm, Monday to Saturday, and from 11.00am to 7.00pm on Sundays. In addition to English, collectively the team also speak Arabic, French and Greek.

The ‘Beast from the East’ presented the team’s first challenge only three days into their new roles. Over one thousand customers got in touch during this week but the team still managed an average response time of just 30 minutes and a positive satisfaction rating from over 80 per cent of customers.

Dean added:

“This marks a major step forward for Edinburgh Trams, which was named Operator of the Year at last year’s Global Light Rail Awards, and we’re looking forward to building on our success to date, increasing services and enhancing the customer experience.”

For more information on how to contact Edinburgh Trams, visit www.edinburghtrams.com/contact-us.