Metro's idea of customer service
A few days ago, Laurence Simon had quite the customer service experience with Metro:
If a bus is late, people are screwed over, sure. But if it's early, people who depend o nthat bus end up having to wait for the next one.
On my route, it's 25 to 35 minutes frequency.
Zooming down the road to get the route finished quickly while carting a mostly-empty load for some odd reason - that's just not professional behavior.
I stopped The Daily Gizwiz on Ziggy3, called 713 635 4000, and reported the complaint to the "Customer Feedback Representative."
[snip]
One thing about filing the report had me pissed, though: the person never said the words "sorry" or "we apologize for the inconvenience" or any other empty platitude that organizations hand out when a customer gets screwed by their poor service. Didn't even ask for a callback number or an email address to write to.
They wanted me to call in with a reference number. You know, to constantly check to see if they've gotten around to it, to beg for them to pay attention to me.
I've called in. I've made the effort. I've paid my taxes and paid for this fare card. You work for me, METRO.
Yes, well Metro doesn't like to dwell on the fact that it works for local taxpayers. Customer service is an annoyance when it has a much bigger calling.
You'll be shocked to learn that things haven't improved this week for Laurence and the other riders who depend on the 9 bus.
Hey Frank Wilson! How about a little love for your BUS riders?
You know, the old Metro website had a little mission statement section that included some platitudes about serving its customers. The new Metro website no longer includes that section.
BLOGVERSATION: Greg's Opinion.
Posted by Anne Linehan @ 12/08/06 08:48 AM | Houston Transit | Technorati | Sphere | Comments (15)
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