Customer Service On The Railroads: Improvements Still Required

Customer-Service-On-The-Railroads-Improvements-Still-RequiredRailway is an essential element of transportation system because it is an efficient alternative to driving. The railway system seems to be the answer to the rising costs of owning, operating and parking automobile plus our dependence on fossil fuels and its environmental issues. Trains operate at speeds varying from 50 to 200 km/h on schedule. It connects suburbs and regions with service that includes off-peak and everyday runs with increased frequency of service. It provides more seating for longer distances and locations that draw large number of people who travel on a daily basis. Train system are viewed positively by citizens around the world because of their impact on mobility, its potential to develop urban centres and its relatively low environmental footprint compared to other transport modes.

The development of railway system supports economic development by connecting rural communities and helping reduce roadway congestion in greater metropolitan areas. Facilities and customer service on the railroads need improvement to be able to continue providing reliable service and meet the population demands. Without improving passenger experience people will still prefer using private vehicles which will lead to crippling congestion that takes a heavy toll on the economy.

Running railroad services means providing excellent customer service all the time. Providing information on fares, journey options and what to do during disruptions are important to give commuters a positive customer experience. Innovation could help improve customer service within the system. Innovating through digital technologies to provide information to consumers could be the cheapest way to improve satisfaction levels. Social media networks such as Facebook and Twitter can be used to give constant flow of real-time information and get instant answers. Digital applications with cellular capability will allow passengers to receive text messages from control centres about train operations, service updates and disruptions.

More and more people are relying on mobile technologies for information. Mobile applications can be developed to let passengers know which are the busiest trains and suggest alternative routes with less busy services. Other apps can tell users where facilities are located such as disabled access and priority seats. Applications like this will give passengers the power to adjust their schedules to avoid busy trains and improve their overall experience. Specially-labelled priority seats for persons with disability, with medical conditions, expectant mothers and people over 65 are important for passengers with special needs. A dedicated disability help desk can offer passengers the opportunity to pre-book seats before travelling.

Issuing card containing key telephone numbers such us customer service contact centre and lost property office can help make it easier for commuters to contact the customer service team quickly when they need to. Another way on improving customer contact on the railroads is by letting directors and executive meet customers at stations to discuss passenger information, timetables, board services and passenger concerns. Customers with internet access can participate in the discussion via live webchat. Management can communicate directly with commuters and get feedback on how to improve their services.

Online form on company website or online feedback portal is also an active way to seek customer feedback on its transport services. By filling up the form passengers can comment on the service they received. These comments can be collated for quality service monitoring and used in planning improvement initiatives. Positive feedback could then be used for rewarding and incentivising staff who went the extra mile to help make a difference in customer experience. Traditional face-to-face customer service coupled with the use of digital technology could help improve customer service within the railroad system.

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  • Written by Claire Furthers

History of Anti Trust Regulations and the rail road Monopolies of the past

The early Nineteenth Century was a time of growth and expansions within Americas great shift to industrialisation. Thousands of new arrivals seeking a better life, along with the entrepreneurial spirit were seeking to obtain their fortunes by investing in the railroads.

At that time in history the promise of opportunity was immense, unlike the overcrowded impoverished climate that existed in Europe, America was seen as a place that a man and his family could grasp a fortune and set a family up for many generations to come.  The opening up of the remaining wildernesses of America – the frontier lands Westward were a place that many of the big businesses of America were born.

As the developing railroads became big business, materials that were needed to develop the railroad helped create several seperate big industries which much of our daily life is dependant on today such as iron, copper, steel, machine tools and oil.

As history has always revealed to itself with all revolutions, with rapid change comes unexpected outcomes. Big business reached greater markets than were ever conceived of before and could benefit from the ability to raise vast amounts of capital that made possible the cost economies of large-scale production” (Chalmers).

This in turn resulted in certain individuals owning businesses thats influences could manipulate the market place and effect policies on Capital Hill Washington. The two words Monopoly and Scandal have always played a part in what big business can get up too when unchecked. Many Scandals can occur when industries are left unregulated, even to this day we experience big business doing the wrong thing such as the vw scandal which Volkswagen has recently been caught out on, in a very public display of corporate immorality that requires compensation lawyers to help the owners of VW cars receive justice.

Due to the cause and effect that came from the owners of the railroads gaining such monopoly powers the first cases of antitrust regulation occurred around the late 1870s. The government controls several aspects of private business because it is well understood that when business is left unchecked and able to go about its own way with any monitoring it does not always benefit the citizens within the society that that business exists within.



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  • Written by Claire Furthers