customer service improvements lee burnercustomer service improvements lee burner long beach transit,...
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![Page 1: Customer Service Improvements Lee BurnerCustomer Service Improvements Lee Burner Long Beach Transit, Executive Director/VP Transit Service Delivery and Planning Long Beach, CA •Defining](https://reader033.vdocuments.net/reader033/viewer/2022042323/5f0d320b7e708231d4392441/html5/thumbnails/1.jpg)
Customer Service Improvements
Lee BurnerLong Beach Transit, Executive Director/VP Transit
Service Delivery and Planning
Long Beach, CA
![Page 2: Customer Service Improvements Lee BurnerCustomer Service Improvements Lee Burner Long Beach Transit, Executive Director/VP Transit Service Delivery and Planning Long Beach, CA •Defining](https://reader033.vdocuments.net/reader033/viewer/2022042323/5f0d320b7e708231d4392441/html5/thumbnails/2.jpg)
• Defining Outstanding Customer Service
• Improving Customer Service in Public Transportation
• Organizational Strategy
Customer Service Improvements
![Page 3: Customer Service Improvements Lee BurnerCustomer Service Improvements Lee Burner Long Beach Transit, Executive Director/VP Transit Service Delivery and Planning Long Beach, CA •Defining](https://reader033.vdocuments.net/reader033/viewer/2022042323/5f0d320b7e708231d4392441/html5/thumbnails/3.jpg)
• United Airline
Defining Outstanding Customer Service
![Page 4: Customer Service Improvements Lee BurnerCustomer Service Improvements Lee Burner Long Beach Transit, Executive Director/VP Transit Service Delivery and Planning Long Beach, CA •Defining](https://reader033.vdocuments.net/reader033/viewer/2022042323/5f0d320b7e708231d4392441/html5/thumbnails/4.jpg)
• Universal definition: service that exceeds your customer’s expectations
• Five ways to provide outstanding customer service
– Educate your employees
– Seek opinions from your customers
– Treat your best customers better
– Admit mistakes, then make them right
– Say “Thank you”
Defining Outstanding Customer Service
![Page 5: Customer Service Improvements Lee BurnerCustomer Service Improvements Lee Burner Long Beach Transit, Executive Director/VP Transit Service Delivery and Planning Long Beach, CA •Defining](https://reader033.vdocuments.net/reader033/viewer/2022042323/5f0d320b7e708231d4392441/html5/thumbnails/5.jpg)
• Empowering front line employees to better address customer concerns
• Recruit employees with a strong customer focus
• Constantly communicate the company expectations
Improving Customer Service in Public Transportation
![Page 6: Customer Service Improvements Lee BurnerCustomer Service Improvements Lee Burner Long Beach Transit, Executive Director/VP Transit Service Delivery and Planning Long Beach, CA •Defining](https://reader033.vdocuments.net/reader033/viewer/2022042323/5f0d320b7e708231d4392441/html5/thumbnails/6.jpg)
Organizational Strategy
![Page 7: Customer Service Improvements Lee BurnerCustomer Service Improvements Lee Burner Long Beach Transit, Executive Director/VP Transit Service Delivery and Planning Long Beach, CA •Defining](https://reader033.vdocuments.net/reader033/viewer/2022042323/5f0d320b7e708231d4392441/html5/thumbnails/7.jpg)
Organizational Strategy
![Page 8: Customer Service Improvements Lee BurnerCustomer Service Improvements Lee Burner Long Beach Transit, Executive Director/VP Transit Service Delivery and Planning Long Beach, CA •Defining](https://reader033.vdocuments.net/reader033/viewer/2022042323/5f0d320b7e708231d4392441/html5/thumbnails/8.jpg)
Organizational Strategy
![Page 9: Customer Service Improvements Lee BurnerCustomer Service Improvements Lee Burner Long Beach Transit, Executive Director/VP Transit Service Delivery and Planning Long Beach, CA •Defining](https://reader033.vdocuments.net/reader033/viewer/2022042323/5f0d320b7e708231d4392441/html5/thumbnails/9.jpg)
Organizational Strategy
![Page 10: Customer Service Improvements Lee BurnerCustomer Service Improvements Lee Burner Long Beach Transit, Executive Director/VP Transit Service Delivery and Planning Long Beach, CA •Defining](https://reader033.vdocuments.net/reader033/viewer/2022042323/5f0d320b7e708231d4392441/html5/thumbnails/10.jpg)
“Customers will forget what you said,
Forget what you did,
But customers will never forget
how you made them feel.”
-Maya Angelou
Thank you!