6-12 October is National Customer Service Week, a week long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.
The Transport for Edinburgh Customer Service team comprises of around 30 staff across 3 Travelshops and 4 Park & Ride sites plus a core team of 4 people dealing with customers by email, phone and letter 0830 - 1700, Monday to Friday. Edinburgh Trams are also on Twitter during office hours to help its customers.
Customer Service Manager, Simon Wallis said:
It’s been a very busy summer for us, with one of the largest service changes on the bus network the company has seen, together with the introduction of Edinburgh Trams.
There has been a record number of students and visitors enjoying our fabulous city, which is a nice challenge to have, but a challenge nonetheless.
We are always striving to improve and we do genuinely welcome feedback from our customers to enable us to find out when things are going wrong and what we need to do to put things right. It has to be said the majority of contact from customers is complaints; that’s the nature of what we do, but we do get commendations about the service too and it’s always great to receive positive feedback about staff who have gone the extra mile. Rest assured, when this happens, we make a fuss of them and it’s something we actively encourage from our customers.
Transport for Edinburgh recently updated its web contact form to make sure it receives all the accurate information needed to ensure successful investigation of complaints and comments without having to go back to customers and delaying the response process. The form has been made as simple as possible to use so customers find this an easy way to contact us.
Feedback and comments are always welcome. Contact the dedicated Customer Services Team.