Regular followers of my tweets and blog posts will know that a subject I am, shall we say, “passionate” about is the performance – (or lack thereof) – of the customer service efforts of Victoria’s regional rail provider, V/Line.
Any regular commuter with an ounce of common sense understands that things go wrong from time to time, and that these things are often completely out of the control of V/Line. Such as cement trucks landing on train lines.
Where V/Line constantly fail is keeping their customers informed about what is going on when things do go wrong. This should be a basic customer service principle.
Following what turned out to be my immensely popular blog post following the “fuel fault” incident last week, I was contacted by V/Line, seeking my input in regards to what they can do to improve their customer communications.
Say what? Could it be they are finally ready to listen? Oh, the shock and awe.
I’m happy to help them too. This has been the reason I’ve complained long and loud about this subject, and it seems I have finally had some measure of success. There’s no point ignoring the opportunity.
So, here’s YOUR challenge.
If you are reading this post, and you feel you want something brought to their attention about their customer service efforts, please post your thoughts in the comments of this post – I’ll be only to happy to collate them up and send them on to my contact at V/Line.
We’ve all complained long and hard – now lets put our thoughts where our mouths are – while they’re listening.