Although technology has greatly changed the way users experience train journeys and the process of buying tickets, there’s still a need, and possibly even more so now, for excellent customer service. This is of particular importance here in the UK where we have the fourth-largest rail network in Europe.
Rail passengers are used to checking times online, buying tickets through apps, and planning journeys on their phones but there are still times when other means of communication are necessary. And because many people are used to having information instantly at their fingertips, the need for real, human interaction when things don’t quite go to plan is increasingly important. Passengers expect a certain level of care and service from each aspect of their train journey experience.
This article will explore how companies can keep customers updated, satisfied, and enjoying their rail experience whilst integrating modern, digital technology solutions.
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As customers are less likely to need face-to-face interaction when buying tickets or planning journeys, there is less need for dedicated offices and customer service points within train stations. But that means, if there is a problem, customers can be unsure where to go and they’re more likely to approach any member of staff in the company uniform on the platform or within the station.
All staff should be given appropriate customer service training and employers should ensure they build knowledge across all jobs and departments to create the best user experience. So, if a maintenance engineer is asked where a customer should go for some timetable information, they’ll know exactly which direction to point them in.
A major advantage of the digital era is that information such as delays, rail work, or cancellations can be communicated in real-time across different technology platforms such as social media and train apps. However, it’s still important to utilize platform voiceover communication to keep passengers aware and informed of any issues that might impact their journeys whilst in the station.
Whether traveling short or long distances on a rail journey, customers can often worry about things going wrong such as accidents, breakdowns, delays, or cancellations resulting in loss of earnings – factors sometimes leading to claims against the rail company. Having the right railway insurance can provide both the company and rail passengers with confidence and peace of mind when traveling.
It’s also a good idea to highlight the business insurance cover across the website so passengers know they can trust the rail company to deliver a good standard of customer service.