The transport operator has 145 million passengers annually. It will use The Listening Company’s customer management software, EpiCentre. This allows agents to communicate with customers through email, phone and Internet channels, as well as post.
Scot Reid, head of customer services at Southeastern said: "The way we handle customer enquiries is important to us, and we recognise that this means more than just quick response rates."
Rik Vercoe, operations director at The Listening Company said: "In the future we’ll look to encompass passenger surveys, web chat and SMS into our customer service package to ensure passengers have the best possible travel experience."
Southern rail is also a client of The Listening Company, as well as Toyota, Volkswagen and most recently, Lexus.
United Kingdom
Southeastern appoints The Listening Company to handle customer services
LONDON - Southeastern, the railway network for Kent, South-East London and part of East Sussex, has appointed The Listening Company to handle its bookings, general enquiries and complaints.
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