Dublin

In 2001, the RPA (Railway Procurement Agency) published a call for tenders for its light rail with stated high quality service objectives.
To gain an edge on its competitors, Veolia Transport Ireland opted to include a call center in its proposal.

A broad range of services was voluntarily decided upon, covering:

• Free access to useful information for getting around Dublin;
• Lost property assistance;
• Transit passes and ticket sales;
• Complaints processing;
• Payment of fines;
• Mailings and satisfaction surveys.

To achieve its objectives and establish strong relations with the Transit Authority, the Luas customer center:

Adopted a strict service philosophy:

• all customers are entitled to respect and integrity, and can voice their opinions regardless of circumstances,
• all customers are entitled to easy-to understand information.

Implemented ambitious tracking indicators:

• professional and personalized service with 90% accessibility even during peak hours,
• a conclusive response to all complaint letters within five days.

The Luas customer service center has set itself the ambitious goal of a 100% customer satisfaction level by exceeding expectations.
Enthusiasm, flexibility, passion and zeal are the values promoted within the center.

The Luas customer care centre pioneered the rollout of the multidisciplinary "Listen" programme developed by Veolia Transport:

• All requests received by mail, telephone or e-mail are logged, tagged and coded to ensure optimum processing;
• The customer service staff receive exclusive "Customer Requests and Feedback Management" training and adopt the fundamentals of customer culture and remote management techniques for customer relations;
• A dedicated computer system allows for management of the information flow.

The close ties between customer service and operations means all disruptions can be handled efficiently and quickly by providing continual updates of the website and the passenger information systems on the platforms.

Extended opening hours and optimum resource allocation guarantee accessibility during peak hours.
Service quality is monitored by monthly customer satisfaction surveys and mystery calls.