FirstGroup plc
- By Pass the Contact Centre for Customer Service
First TransPennine Express (FTPE) is launching a brand new form of customer assistance and removing the need to sit in a call centre queue.
The train company is today announcing its brand new twitter account @tpeassist, a revolutionary twitter feed that will provide customers with help, advice and support.
Unlike the usual call centre based customer services, @tpeassist will be manned by a team of FTPE's front line staff.
FTPE are the first train company in the country to adopt this approach of providing customer assistance from experts who work outside of the corporate call centre.
Colleagues from FTPE's Stations, Revenue Protection and Control teams will respond to customer queries in a quick, friendly and informative manner.
FTPE have been tweeting via @tpexpresstrains for nearly two years and have close to 5,000 followers. This account will continue to provide promotional and travel information.
@tpeassist will provide a dedicated service where customers can ask questions about FTPE's train service, get ticket enquiries answered and find a response to anything else that might spring to mind.
Nick Donovan, FTPE's Managing Director commented; "FTPE is a customer service business that just happens to run trains and I am delighted that we are the first to launch this type of expert assistance. I'm sure that customers who follow us on @tpeassist will really benefit from getting answers to their questions in a quick, friendly and informative manner.
"The team responding are real employees with a massive amount of experience and customer service know-how and they will provide real time help and support."
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10th January 2012 |
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