BUS OPERATOR ATTAINS KEY CUSTOMER SERVICE STANDARD

By: Fabian Cotter, Photography by: courtesy Transit Systems


TRANSIT SYSTEMS NSW has been ‘recertified’ to “Integration Level” on the International Customer Service Standard (ICSS), it confirms recently.

BUS OPERATOR ATTAINS KEY CUSTOMER SERVICE STANDARD
SeaLink Travel Group CEO Clint Feuerherdt says the escalated certification of ‘Integration Level’ is a testament to the entire Transit Systems team, which continually strives for customer service excellence.

With the assessment evaluating the service, financial/governance, operational, and learning and growth perspectives of the organisation, the ICSS rates progress in terms of ‘intention’, ‘implementation’ and ‘integration’.

The ICSS applies a Balanced Scorecard Methodology to assess the efficiency and effectiveness of an organisation’s strategy and is the world’s leading customer service management-system measuring tool, it explains.

The process of certification takes a whole-of-organisation view and challenges an organisation to consider if it adopts an authentic customer focus in all decision making, it adds.

Transit Systems NSW is part of the SeaLink Travel Group, Australia’s largest integrated land and marine, tourism and public transport service provider, the organisation states.

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SeaLink Travel Group CEO Clint Feuerherdt says the escalated certification of ‘Integration Level’ is a testament to the entire Transit Systems team, which continually strives for customer service excellence.

"The 2020 ICSS Certification Assessment highlighted our commitment to customer service as a whole journey, recognising that there are many complex parts to our business, but our ultimate aim is to promote a culture that puts the customer at the centre of everything we do," he said.

"The recertification and achievement of a higher placement demonstrates that our team is passionately striving for continued improvement across a range of social and environmental considerations, addressed through strategic planning and our customer charter, allied to our culture, systems and processes.

"We are so proud of our team for their vision to enhance our customer service standards, and promote a culture of positive change.

"The recognition from the Customer Service Institute of Australia is a credit to our entire team in doing their best every day," he said.

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RECONCILIATION ACTION PLAN

Core strengths of the Transit Systems NSW business identified in the ICSS Certification report include a Customer focus with dedicated Customer Charter and Customer Principles, Salesforce Customer Feedback Management (CFM) system, which is wholly integrated, as well as highlighting the company’s response to the Covid-19 pandemic, service and business innovations, performance management and security upgrades, Transit Systems explains.

"The launch of our Reconciliation Action Plan in NSW was also included, which we are immensely proud of, including the delivery of Diversity and Inclusion programs," he said.

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ABOUT SEALINK

SeaLink is Australia’s largest integrated land and marine, tourism and public transport service provider with established international operations in London and Singapore, it states.

It is one of Australia’s most experienced and diverse multi-modal transport businesses, boasting performance-driven capabilities across ferry, bus and light rail, it adds.

SeaLink is made up of Australian marine and tourism operations and Transit Systems’ domestic and international public bus and light rail transport operations, it says. SeaLink moves more than 285 million customers per year, has in excess of 8,900 employees and operates approximately 3,600 buses and 118 ferries, it states.

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