Responding to complaints to ensure that there is efficient and appropriate handling of business operations is one of our Key Performance Indicators at Buscor. Thus, client retention rate and customer satisfaction are part of the key elements that we promise to maintain as a leading mode of transport in and around the Mpumalanga Province. In this article we breakdown how Buscor handles commuters’ complaints as we believe that hearing and solving them will enable us to deliver good services to our customers.
We have set goals for ourselves as a company to make sure that our beloved commuters should enjoy their ride and reach their destination on time without any hassles. And to meet our goals, we need to work collectively with our employees internally so that we must all work toward prioritizing the safety and well-being of our customers.
Why is there a need for a two-way communication process?
At Buscor, we value and respect our commuters and believe that keeping our communication open with them will enable us to learn more of their suggestions, complaints and/or grievances. Additionally, their input will help us to understand them hence make us to find ways of what needs to be done to improve as a company.
Complaints Handling Procedure
We have developed a policy that assists us in handling complaints, and we promise to follow it using the steps bellow:
Listen to the complaint
Our team acknowledges everyone who come through to us or call us to lay a complaint as a form of appreciating their views. We take our time to listen to the complainant and thus thank them for bringing the matter to our attention.
Before we take the complaint into consideration, we suggest that for cases of bad driving or driver’s bad behavior, a complainant should take note of the area where the incident occurred, bus registration number, name, and surname of the driver.
Record details of the complaint
Our Customer Service division go through the complaint in detail so we can understand exactly what the problem is. They keep records of all complaints in one central place or register. This helps us identify any trends or issues.
We have different platforms where we normally get complaints from, but Facebook has been the most and empirical source to gather complaints, suggestions and/or grievances. Our Community Manager always gathers all the necessary information from the complainant such as their name, surname, and contact details for further communication.
Get all the facts
We check that we have understood and recorded the details of the complaint correctly. If we see that there is still a need for us to get more clarity, we ask more questions to ensure that we leave no stone unturned. Furthermore, getting clarification from the complainant assists us to get all the facts thoroughly and lead us to take informed decisions.
Discuss options for fixing the problem
Our dedicated Customer Service staff will ask the customer/commuter what response they are seeking; it could be a refund, replacement of a driver, or apology. We then decide if the request is reasonable.
We commit ourselves to help resolve issues that are within our powers. Such issues are like replacing a driver, render our apologies, but unfortunately, we do not give refund to lost tags.
Buscor always reminds our commuters that no lost or stolen Smartcards will be replaced or refunded. Your card is the same as having cash in your pocket. With that communicated, commuters are advised to always keep their Smartcard safe when travelling.
Buscor encourages the Customer Service and Control Room staff to act promptly to resolve the complaint as soon as possible. We promise to avoid delays since we understand that resolving complaints will keep our commuters happy and satisfied.
Related Read: Why it is good to use public transportation to your advantage
Keep our promises
We have received tons of complaints and are busy with resolving them, however, we will keep you informed. If there are any delays in resolving your request. We do not want to promise things that we cannot deliver.
We contact the customer to find out if they were satisfied with how their complaint was handled. We will inform them to know what we are doing to avoid the problem in the future.
At Buscor, we make sure that our staff are trained to follow our procedure when handling complaints. That they have the power to resolve issues as quickly as possible.
We encourage our customers to provide feedback and complaints. That they let us know when there is a problem and give us the opportunity to resolve it.
Lastly, keeping our communication open will enable us to deliver good services to our customers. We should lead by example and stick to our promises to resolve complaints or issues affecting our customers promptly. Our Customer Service and Control Room staff is always keen to hear what you want assistance in. Make sure that you use the contact details provided below to your best advantage.
We would like to inform our commuters to send their complaints, suggestions and/or grievances at these contacts: